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Customer Support Specialist - Northeast

Odeko is a tech company dedicated to supporting neighborhood cafes and coffee shops. They are looking for a passionate Customer Support Specialist to enhance customer experiences.

Skills

  • Excellent communication
  • Empathy
  • Problem-solving
  • Attention to detail
  • Computer proficiency

Responsibilities

  • Act as the first point of contact for customer support questions
  • Create a personalized service experience for customers
  • Troubleshoot user problems with the Order Ahead app
  • Assist ecommerce, shipping, and bulk customers
  • Maintain support contacts and history in Hubspot
  • Cross-functional partnership to resolve customer issues
  • Review delivery reconciliations and issue credits
  • Make customer experience recommendations
  • Create expert customer content
  • Own performance metrics related to customer satisfaction

Benefits

  • Fast-paced environment
  • Growth opportunities
  • Competitive compensation
  • Healthcare benefits
  • Equity opportunities
To read the complete job description, please click on the ‘Apply’ button
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Average salary estimate

$56000 / YEARLY (est.)
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max
$52000K
$60000K

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What You Should Know About Customer Support Specialist - Northeast, Odeko

As a Customer Support Specialist at Odeko, your mission will be to advocate for our amazing neighborhood cafes and coffee shops. We believe in the power of small businesses and are dedicated to supporting them through innovative technology. Your main responsibility will be acting as the first point of contact for customers in the Northeast region, providing exceptional support via email, chat, and social media. You'll be the friendly voice that guides them through any challenges they may face, whether it's troubleshooting our Order Ahead app or answering questions related to our eCommerce services. With a passion for customer care and a problem-solving mindset, you'll collaborate with our diverse teams across Account Management, Sales, Tech, and Operations to ensure that every customer interaction is smooth and satisfying. Your knack for clear communication and attention to detail will shine as you maintain records in Hubspot, our CRM system, and create informative content to empower our customers. This is a remote position, making it perfect for someone who thrives in fast-paced environments while prioritizing multiple tasks. With a salary range of $52,000 to $60,000, plus great benefits, the opportunity to grow your career in a dynamic company like Odeko is just a step away. Join us, and help us champion the coffee community together!

Frequently Asked Questions (FAQs) for Customer Support Specialist - Northeast Role at Odeko
What are the primary responsibilities of a Customer Support Specialist at Odeko?

The Customer Support Specialist at Odeko plays a vital role by being the first point of contact for all customer inquiries through various channels like email, chat, and social media. You will provide personalized service for Northeast Region customers, troubleshoot issues with our Order Ahead app and Supply Portal, and collaborate with cross-functional teams to resolve customer concerns efficiently.

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What qualifications are required for the Customer Support Specialist position at Odeko?

To be eligible for the Customer Support Specialist role at Odeko, you should have at least 1+ years of experience in customer service or support. A love for customer care, excellent communication skills, advanced problem-solving abilities, and familiarity with tools like Hubspot and Shopify will also help you excel in this position.

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How does Odeko support employee growth for Customer Support Specialists?

Odeko fosters a fast-paced environment that emphasizes growth opportunities. As a Customer Support Specialist, you will have the chance to directly impact company strategies, enhance your skills, and potentially expand your career within various departments of the organization.

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What kind of work environment can I expect being a Customer Support Specialist at Odeko?

As a remote Customer Support Specialist at Odeko, you'll find yourself in a dynamic work environment where adaptability and quick thinking are key. Your schedule will typically be Sunday through Thursday, allowing you to engage with customers effectively while balancing multiple tasks in a supportive atmosphere that encourages innovation.

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What employee benefits are offered to Customer Support Specialists at Odeko?

Odeko offers a competitive compensation package along with healthcare benefits and opportunities for equity. Additionally, employees enjoy a range of perks, and a full benefits list is available upon request, highlighting our commitment to diversity and inclusion in the workplace.

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Common Interview Questions for Customer Support Specialist - Northeast
Can you describe your experience with customer service in previous roles?

In answering this question, emphasize your relevant experience by sharing specific examples that demonstrate your dedication to customer care and problem resolution. Highlight any tools you've used, such as CRM systems, that showcase your skill set.

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How do you handle difficult customers?

Discuss your approach to de-escalating situations, showing empathy, and finding solutions that meet customer needs. Illustrate your answer with a real-life example that ends positively. This will help the interviewer gauge your conflict-resolution skills.

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What strategies would you employ to improve customer satisfaction metrics at Odeko?

Outline creative strategies like gathering customer feedback or analyzing support ticket trends to identify common issues. Emphasizing collaboration with other teams to implement solutions shows your proactive approach to enhancing customer experiences.

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How do you prioritize tasks when faced with multiple customer issues at once?

Explain your method for assessing urgency and importance, perhaps through a quick triage process. Bring in personal experiences where you had to juggle tasks effectively, ensuring that all customers received timely support.

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What do you know about Odeko and its mission?

Share your understanding of Odeko's dedication to supporting small businesses, emphasizing its technological solutions for cafes and coffee shops. Convey genuine enthusiasm for being part of a company that values community and innovation.

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What tools or software have you used to manage customer support?

Mention any relevant tools you've worked with, like Hubspot or other CRM systems, and describe how they helped you track customer interactions and manage support requests effectively.

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What’s your approach to creating helpful content for customers?

Describe your writing style and how you would create clear, engaging help guides or articles that solve common customer problems. Discuss the importance of user feedback and metrics to refine content over time.

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Can you give an example of how you turned a negative customer experience into a positive one?

This is your chance to shine. Describe a specific instance where you handled a challenging situation and transformed it into a positive outcome through your skills, determination, and empathy.

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How do you keep yourself motivated while working remotely?

Discuss your routines and practices that keep you focused and driven, such as setting daily goals, maintaining communication with team members, and creating a dedicated workspace.

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How would you demonstrate empathy in a customer support role?

Explain what empathy means to you in the context of customer service and provide examples from past experiences where you actively listened to customers and adapted your approach to their emotional and practical needs.

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