Position Title: Customer Support Representative
Department: NA Support
Reporting to: Manager of Customer Support
Employment Type: Full-Time
Position Overview:
The Customer Support Representative (CSR) is responsible for providing expert online chat and phone support to Golf Genius Software (GGS) customers, addressing their inquiries, and resolving issues to ensure customer success.
Key Responsibilities include but are not limited to:
- Assisting Customers via Online Chat - Following team protocols, the CSR will ensure the customer is always the center of each interaction. Protecting the GGS brand should be a top priority when investigating tickets and “owning” the customer’s inquiry as though it were yours will ensure successful service.
- Connect with Customers via Phone - Utilizing the provided software platform, customers will occasionally be assisted through voiceover IP and conversations can be monitored for quality assurance.
- Coordinate/Communicate with Teammates - Through provided platforms, coordinate breaks and shift arrival/departure times with active team members. Communicate with each other as needed regarding ticket status, assistance needed, etc.
- Log Interactions as Needed - Resulting from proper training, the CSR will need to log customer interactions/requests when appropriate. This can vary from a customer who could benefit from additional training to a special product request for future enhancement.
- Company Meetings - Attend bi-weekly calls, global company meetings and predetermined Conferences.
- Participate in Team Activities/Calls - Attend as many team activities/calls as possible in order to learn relevant information and best practices.
- Continuing Education - Customer Service Representatives are expected to keep their knowledge sharp. This will be through self-driven thirst for knowledge as well as the occasional education course requirement.
- Special Projects and Additional Duties as Assigned - Each CSR brings a unique set of skills & experience to GGS. As business needs allow, Management may leverage these backgrounds to assign special projects and additional duties to enhance our overall customer success efforts.
Qualifications:
- Golf Genius Certification.
- 2+ years of experience using GGS or similar golf tournament management software.
- 2+ years of experience working in the Golf industry.
- Class A PGA Professional or LPGA Professional in Good Standing is Highly Preferred.
- Ability to work remotely and complete assignments independently.
- This is an internal opening. The selected candidate will cover primarily Mountain and Pacific Time shifts. It is preferred for the person in this role to live in one of the following Golf Genius payroll states: AZ, CO, IL, MN, MT, OK, TN, TX, WY. Relocation assistance will not be provided.
- Ability and willingness to travel as needed for company & industry meetings. Minimal travel will be required for this role.
- Strong customer-service mindset with a commitment to providing exceptional customer experience.
- Computer/tech savvy with demonstrated ability to quickly learn new and adapt to new software systems and tools.
- Genuine passion and “pride of ownership,” as if Golf Genius Software were your own company.
- Personable, approachable and able to interact professionally with colleagues, customers, and industry partners at all levels.
- Excellent written and verbal communication skills.
- Self-motivated and proactive, with exceptional organizational skills and the ability to manage multiple projects and priorities simultaneously.
- Dependable and accountable, with a strong commitment to following through on responsibilities, meeting expectations, and delivering on promises.
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