Customer Success Associate

City Brew Tours is the leading curator of craft brewery tours in North America. It is also an ecommerce store that sells subscription boxes and special occasion beer boxes. Unboxed Experiences is an online enterprise offering educational, interactive experiences that allow people to learn, grow, and connect virtually. City Brew Tours and Unboxed Experiences are the two brands of the CBT Group.

As a Customer Success Associate, you will be part of the Customer Success and Experiences team, which are the points of contact for all customer inquiries and guide questions/concerns during your shift. You will be the main contact person for the guides and help to resolve issues with customer reservations. You will manage all customer inquiries through the use of phone, email, and online chat as well as manage ecommerce sales through our online shop.

This position might be for you if:

-You are friendly, organized and outgoing. You are well-versed in virtual (phone, email, online chat) customer service and are able to empathize with customers and de-escalate situations. You are professional and able to handle customer complaints in a constructive, goal-oriented manner.
-Responsibilities of the Customer Success Associate focus on:
-Answer incoming phone calls and respond to voicemails using Talkdesk software
-Manage customer service tickets via our customer support software, Freshdesk
-Manage incoming bookings, consolidate, and block tours through our booking software
-Reach out to customers about possible consolidations and/or cancellations
-Contact customers on tour waitlists to offer them alternative tour times
-Process orders, refunds, and subscriptions through our e-commerce store
-Research and resolve shipping concerns from customers
-Assist tour guides through the Guide Helpline via phone and through Slack
-Complete Ad hoc projects as assigned by manager

Required skills and experience:

-1-3 years of Customer Service experience in a virtual setting
-Exceptional attention to detail with superior organization and time management skills
-Ability to react quickly and with composure, solving problems calmly and effectively
-Excellent multitasking and task prioritization skills
-Strong verbal and written communication skills
-Ability to work both independently
-Fluent in English
-Bachelors degree or higher
-3 years customer support or related experience
-Sales experience

Schedule on Eastern Standard Time:
Tuesday: 12pm – 4pm
Wednesday: 12pm – 8pm
Thursday: 12pm – 8pm
Friday: 11am – 7pm

To apply, please submit your resume. A voice recording of why you’re interested in the position is a plus!