2Book is a rapidly growing, web-based software company founded in 2012 that offers massage therapists and bodyworkers much-needed tools that help them succeed. Our product (MassageBook) is created specifically for the massage professional. We have a single purpose in mind - helping massage and bodywork providers, and the profession as a whole, grow and succeed. We do this by providing them with all the tools they need to simplify their business practices and increase their income. Our powerful yet simple tools drive new clients to our customers’ businesses and allow them to manage their practices with a single, easy to use practice management software solution. Our suite of solutions also includes a searchable directory of over 8,000 businesses and service providers across the United States.
What you'll do
Our Customer Advocates are the first line of defense for customer queries, but your responsibilities will go beyond answering phone calls and live chats from our customers. Your compassionate approach to questions will ensure our customers are taken care of and experience success using our application. You’ll collaborate with experienced Customer Advocates to continuously develop your knowledge of the MassageBook application, improve your troubleshooting prowess and identify ways to continuously improve our product.
Analyzing member issues to determine underlying problems
Creating and communicating solutions to unique customer needs with clear verbal and written guidance
Distinguishing between bugs, requests for improvement and opportunities to enhance our product while also addressing areas of confusion for our customers
Proactively identifying opportunities for engagement while moving customers through our conversion funnel
Attracting and retaining customers through exceptional support via email, live chat, and phone calls
Identifying and escalating complex issues that require further troubleshooting
Maintaining and creating new instructional content for our Help Center
You already have
Customer Service experience where you've had to break down complex information and communicate it patiently to non-technical customers, preferably related to using software
Strong written and verbal communication skills in order to listen and clearly articulate thoughts and instructions
Strong critical thinking skills and the ability to proactively identify and solve problems that might not be communicated outright by a customer
A genuine desire to help others and empathize with their experience
Respect for others and a positive attitude towards customers and team members
The ability and willingness to communicate, share knowledge and collaborate across departments
A demonstrated drive for learning, growing, and continuously improving your approach to customer service and support
What 2Book can offer you
Company culture focused on excellence, collaboration and getting stuff done!
Flexible work environment with an inviting, open workspace and plenty of sunlight!
Casual dress code
To learn more about this position, or to share your interest, please email us at firstname.lastname@example.org
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