Massachusetts Green Jobs

Description

The Blink Customer Success team is committed to resolving high-level technical issues and ensuring we are always meeting our customers' needs. Our team of customer obsessed agents possess the technical knowledge and expertise to handle a diverse range of inquiries. We collaborate closely with cross-functional teams to devise resolutions, providing seamless and positive customer experiences. We understand the importance of delighted customers in a successful business, and we strive to exceed their expectations.

RESPONSIBLITIES:

• Respond promptly and professionally to incoming emails from customers requesting information on our products and services or those who require assistance with understanding how to use their Blink system

• Proactively reach out to customers who have had a less than satisfactory experience, whether with a previous TS agent or product related issue

• Provide exceptional written and verbal customer service for highly escalated cases with care and commitment to improve our customers’ overall satisfaction with Blink

• Resolve customer complaints to turn around the experience while offering white glove touch

• This position requires you handle various inbound complaints including those submitted from the executive corporate Amazon offices, Better Business Bureau, and State Attorney General offices.

• Answering questions submitted to our authorized retailer websites and Amazon Answer questions

• Work closely with our NPI team for new product announcements and information, also working with the Blink documentation team for input and review of public facing documentation

Key job responsibilities

• Respond promptly and professionally to incoming emails from customers requesting information on our products and services or those who require assistance with understanding how to use their Blink system

• Proactively reach out to customers who have had a less than satisfactory experience, whether with a previous TS agent or product related issue

• Provide exceptional written and verbal customer service for highly escalated cases with care and commitment to improve our customers’ overall satisfaction with Blink

• Resolve customer complaints to turn around the experience while offering white glove touch

• This position requires you handle various inbound complaints including those submitted from the executive corporate Amazon offices, Better Business Bureau, and State Attorney General offices

• Answering questions submitted to our authorized retailer websites and Amazon Answer questions

• Work closely with our NPI team for new product announcements and information, also working with the Blink documentation team for input and review of public facing documentation

A day in the life

A Blink Customer Success TS agent will work on escalated cases submitted to us by the Amazon Executive Customer Relations team, the Better Business Bureau and from states attorney general offices. These cases require in-depth review of all previous communications between the customer and Blink CS. You may have to collaborate with cross-functional stakeholders for more technically involved cases. You will reach out to customers who have submitted thumbs down survey responses in an effort to re-engage for a more positive outcome. Earning the trust of each customer you connect with is critical to customer satisfaction.

About the team

The Blink Customer Success team provides top tier bar-raising support working with escalated customers who have had less than stellar customer service experiences. Our agents are extremely motivated and committed to ensuring the highest level of customer service to our customers. The success team focuses on Customer Obsession, understanding that a positive customer experience and quality of our products are the keys to our future. We listen and understand, demonstrate empathy, dive deep into each case to provide problem-solving resolutions. We are detail oriented and efficient, making sure customers feel comfortable and are happy with their Blink products and service.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - FL | Virtual Location - MA | Virtual Location - NC | Virtual Location - NH | Virtual Location - SC | Virtual Location - TX

Basic Qualifications

• 3 years of technical customer service experience

• Excellent written and verbal communication skills including a professional, courteous, and patient demeanor with all customers

• Must be able to communicate professionally and effectively with senior managers in the organization

• Ability to foster positive relationships with team members, managers, and internal departments

• Be open to using unconventional problem-solving skills, “thinking outside of the box”

• Proficiency with learning new technologies and system applications

• Must be organized, a self-starter, and able to begin and follow through with tasks with minimal supervision

Preferred Qualifications

• Ability to identify scope and priority of issues and tasks

• Keen attention to detail and accurate note taking skills

• Ability to learn new technologies and system applications

• Results orientated with customer obsession, a bias for action, taking responsibility and owning delivery

• Bilingual

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.