Customer Service Representative

Position Overview

Jobber is seeking a Customer Service Representative to join our Customer Success department. This role is crucial for supporting our users and ensuring their success with Jobber, a platform designed to help small home service businesses thrive through technology.

About Jobber

Jobber empowers small home service businesses (plumbers, painters, landscapers, etc.) by providing a comprehensive platform for quoting, scheduling, invoicing, and payment collection. We aim to transform service delivery through technology, enabling businesses to operate efficiently and professionally.

Our company culture emphasizes transparency, inclusivity, collaboration, and innovation, recognized by accolades such as Great Place to Work, Canada's Most Admired Corporate Cultures, Canada's Top Growing Companies, and various Deloitte Fast 500™ lists.

The Customer Success Team

The Customer Success department embodies Jobber's company values. The team is known for being humble, supportive, and dedicated to customer success. They focus on authentic interactions, empowering customers, and delivering top-tier customer service.

The Role

As a Customer Service Representative, you will be instrumental in providing award-winning support to Jobber's extensive user base. You will engage with customers via live chat, phone, and email to assist with new features, functionality, custom workflows, problem-solving, and feedback collection. This role directly impacts the entrepreneurs who rely on Jobber for their business operations.

Responsibilities:

• Respond to inquiries from new and existing customers across the entire Jobber ecosystem via live chat, phone, or email.
• Troubleshoot issues and answer questions related to features, bugs, or workflows.
• Maintain high channel productivity across various communication mediums.
• Act as a liaison for customer feedback to product and technical teams.
• Contribute to a knowledge base of FAQs and document customer feedback and recommendations to inform future decisions.

Requirements:

• Exceptional people skills, with a passion for working with others (experience in roles like barista, server, or retail is a plus).
• Agility and adaptability to quickly solve problems in a fast-paced, evolving environment.
• Empathy and a strong desire to support customers, with the confidence to investigate issues and acquire necessary knowledge.
• Clear and effective verbal communication skills for phone interactions, with the ability to articulate information concisely and maintain a friendly demeanor.
• Proficiency in crafting professional written communication.