Non-Voice Customer Support Representative

REQUIREMENTS:
Verbal English and Conversational Written English, Personal Computer, High-Speed Internet Connection, Backup Internet Connection During Power Outages, Customer Service Experience
SKILLS: Focus, Multitasking, Reading Comprehension, Patience, Positive Attitude, Attention to Detail, Organizational Skills, Upbeat Personality, Adaptability, Ability to Work Under Pressure, Computer Skills

INTRODUCTION
We’re hiring a Customer Support Representative to be part of the team behind our e-commerce mushroom brand RYZE Superfoods. We have high standards for our service, and our customers expect fast and high-quality responses. As a Customer Support Representative, you are directly responsible for the success that we see as we watch RYZE grow. You’re responsible for showcasing our products to our customers and showing them who we are, what we do, and why we do it. It’s your job to make each customer feel like a VIP, which is extremely important!

BENEFITS AND OPPORTUNITIES
We are hiring full-time Customer Support Representatives that stay with us for the lifetime of the company. RYZE offers many opportunities to provide you with a career that grows with you as you grow as an employee. We only hire from within when adding people to our leadership team, so you’ll start as a Customer Support Representative and then could be promoted to Team Leader, Training Specialist, Quality Assurance Specialist, Subject Matter Expert, etc.
Our company is fully remote, and we are a “non-voice CS” company meaning that you’ll never be on the phone talking to customers. Your work schedule will consist of five work days and two rest days, and we ensure that your two rest days each week are consecutive. We grant time off requests within reason and as needed. While time off is unpaid, we are committed to respecting your life outside of work and honoring time off requests when we get them.
We have a robust training program that you’ll go through before you start working with us. Our trainers make sure that you’re thoroughly educated on everything you need to know to be the best CSR you can be. We equip you to succeed so you can thrive in your role.

WORK ENVIRONMENT
We put a large emphasis on company culture at RYZE. We’re staffed with friendly, helpful, approachable people. We’re consistently celebrating each other’s victories and promotions in Slack and checking in with each other throughout our work day to stay connected. At RYZE, the management team isn’t the only one celebrating you, but your fellow RYZE’ers are too! We aim to make everyone feel welcome here. The majority of our customer service employees live in the Philippines. You’ll find great co-workers that come from a similar background as you, making you feel comfortable and at home here from the start.

SALARY
Depending on the department that you’re placed in, your salary will be $5-$7 per hour, and we pay out weekly. We also pay for time spent on video calls during training. We provide overtime pay on holidays, but if you would like to take time off of work on a holiday you are welcome to.

REQUIREMENTS
Since you will be speaking with customers who live in the United States, you are expected to be fluent in verbal English and conversational written English. You are also expected to have your own strong internet connection, working equipment (laptop, desktop computer), and access to a backup generator in case of power disruptions in your area. Our Customer Support Representatives are expected to work 40 hours a week and should be available to work during nighttime in the Philippines (9 am-5 pm EST) and during weekends (Saturday and Sunday) if needed.

ROLES
Some examples of roles that you could be placed in based on your work experience are:
1) Email Support
2) Phone Voicemail Support
3) SMS Text Message Support
4) Instagram and Facebook Direct Messages Support
5) Instagram and >Facebook Comments Support
6) Customer Reviews and Feedback Support

TASKS
As a part of the RYZE Superfoods Customer Service team, you will be expected to:
1) Help resolve customer complaints quickly and effectively
2) Be highly personable and adaptable
3) Be highly motivated to join our team and grow with us for the long term
4) Help resolve customer account issues, including billing changes, changes of address, shipping issues
5) Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting correction or adjustment
6) Recommend alternative ways to prepare the product in case of dissatisfaction
7) Identify and assess customers’ needs to achieve satisfaction
8) Build sustainable relationships of trust through open and interactive communication
9) Follow communication procedures and guidelines
10) Go the EXTRA mile to engage customers and make them feel special and valued
11) Attempt to persuade customers to reconsider cancellation
12) Work with the Customer Service Manager and Team Leaders to ensure proper customer service is being delivered

APPLICATION
If you are interested in this position and think that you would be a good fit for the RYZE Customer Service team, please create a Loom video of yourself covering these points:
1) Why do you want to work at RYZE
2) About you professionally (past work experience, skills you possess, roles you have excelled in, etc.)
3) About you personally (hobbies, where you grew up, what you studied, favorite things to do, etc.)
4) How you would handle a difficult customer
5) What is your favorite food is