Customer Success Associate

Fairfield, CA. Client Roles - General Administration

About the role

Time Requirement: Full time. (5) 8-hour shifts between 4 am and 4 pm PT, Monday through Saturday. The exact schedule is to be determined at the time of hire.

Duration: The expected duration of the position is (3) three months with a possibility of extension. As a reminder, employment is "at will" and can be terminated at any time by either party.

Company Overview:
Helps utilities and government agencies create flexible and affordable solutions for customers struggling to pay off their debt. Our intuitive approach to payment plans and relief distribution leads to increased customer enrollment and recovery rates far higher than the industry standard. As a result, customers pay off debt sooner and with fewer penalties, and our partners reduce delinquencies and increase revenue.
The team strives to treat people who are struggling with dignity and provide them with the tools and resources they need to succeed. Our expertise spans sectors: we are technology experts from companies like Google, Stripe, and Palantir, as well as accomplished government leaders. We have raised over $50 million and we’re backed by leading investors such as Kapor Capital, XYZ Ventures, Bronze Investments, First Round Capital, Y Combinator, The General Partnership (formerly Sweat Equity Ventures), Howard Schultz, and others. We're proud to have recently been chosen as one of Fast Company's "World's Most Innovative Companies of 2022."

Role Overview:
We’re looking for Customer Success Associates (CSA) to join our growing team. The CSA will handle inbound customer inquiries and proactive outreach in an effort to enroll new customers in our services. The CSA must enjoy working within a small, entrepreneurial environment that is mission- and results-driven. The role will appeal to candidates who are high-energy and motivated.

What You'll Do:

  • Handle inbound customer inquiries via phone, email, or text.
  • Guide new customers gracefully but swiftly into our services, then move on to the next customer.
  • Flag any escalations or areas of concern to the appropriate party in a timely fashion.
  • Handle outbound customer outreach as needed.
  • Track outcomes and document other data in customer management systems and spreadsheets for accurate data analysis and reporting.
  • Assist new team members as they learn the systems, scripts, and product offerings and we continue to grow the team!

You’re a Great Fit for the Role if You Are:

  • Compassionate: you can understand and empathize with our customers, some of whom are in difficult financial situations. You’d never treat them with anything less than the utmost respect.
  • Naturally positive and high-energy: you bring your best self to work daily.
  • An excellent communicator, both written and verbal. You’re articulate and can get to the point quickly but kindly.
  • Thick-skinned: you can handle all kinds of different personalities and customer moods with grace; you’re energized by turning frustrated or distressed customers into hopeful ones.
  • Reliable, punctual, and someone who always follows through.
  • Tech-savvy: you’re adept at learning new tools and technologies.
  • A good team player who people like working with.
  • Resourceful and an ‘expert learner.’ You’re naturally curious and good at figuring new things out.
  • Good at spotting patterns in customer behaviors – and comfortable sharing them with your manager.
  • Possessed of a strong work ethic: you love to work and are motivated by a well-done job.
  • Vaccinated against Covid-19 (required)