Facebook pixel

Customer Support Representative
Confirmed live in the last 24 hours
Locations
Richmond, VA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Android Development
iOS/Swift
Communications
Requirements
  • Requires a high school diploma or equivalent
  • 1+ years professional experience in an office environment (all experience levels considered)
  • Ability to demonstrate via role play or other testing mechanism the ability to quickly communicate via email or other written media with proper grammar, syntax, and with an internal ability to “edit before sending”. Very organized and capable of prioritizing tasks in a dynamic work environment
  • Demonstrated ability to handle customer issues resourcefully and with completeness compassion, polished communication and empathy
  • Exceptional written and verbal communication skills with an acute attention to detail
  • Experience managing, prioritizing, and categorizing a high volume of emails - support ticketing software experience a plus
  • Able to excel in a team environment. Relates well to people from all backgrounds and fosters the teamwork approach
  • Strong experience in Google Suite, MS Office and Web based portal computer skills
  • Proactively seeks well thought out solutions to problems in a way that leverages all tools in the tool set they have
  • High level of integrity, professionalism and work ethic
Responsibilities
  • Serve as the frontline for customer support emails by solving problems and answering questions in a timely, professional, and friendly manner. These responses will be executed both verbally and over email so writing skills are critical
  • Show flexibility by taking on a number of smaller roles including reviewing reports and making notations on accounts, making outbound phone calls to customers who need reminders to make payments and helping customers who need assistance with the Petal IOS or Android App, help understanding their bill, or who have questions about the status of their application
  • Be a champion and the voice of our customers by sharing feedback internally and exemplifying both our mission and our core value to Put the Customer First
  • Provide long term solutions and support to our customers by escalating bugs and product issues. Learn, build and actively maintain a high level of expertise on Petal's product and processes and use that knowledge daily to effectively resolve customer issues
  • Develop scripted email and chat responses to new customer questions and inquiries as they arise
  • Work closely with the Customer Support and Ops team to identify trends in support tickets and calls and make updates to support emails, scripts, and training materials
  • Collaborate with Product, Customer Support, and Operations teams on cross-functional projects to create an exceptional customer experience
  • Provide key input into the product development, identifying opportunities to improve support for our customers
  • Phone and email cardholders to help them avoid additional interest charges or derogatory information on their credit reports
Desired Qualifications
  • Experience with customer support at a startup, fintech, or highly regulated industry
Petal

51-200 employees

Innovative credit cards
Company Overview
Petal was founded to help people access honest, simple and responsible credit. Petal provides technology-enabled credit cards to consumers who are historically underserved by mainstream providers.
Benefits
  • Healthcare
  • Financial wellbeing
  • Vacation time and work from home priveleges
  • Sotck options and retirement benefits
  • Free lunch and meals