Customer Experience Associate

Location: Chicago
Department: Customer Service

Description

The Customer Experience Associate will have a strong background in a host of different areas including: facilitating client implementation of software/technology, conducting technical troubleshooting with clients, end-to-end customer experiences, understanding of SaaS and HCM technology.  As Scout employees, we expect you to present yourself as a polished customer experience person who is entrepreneurial and treats this job like their own business.  This is a role that touches more than one aspect of the organization and requires someone who is extremely driven, can multi-task, enjoys supporting customers beyond their expectations and finds software implementation and technical troubleshooting rewarding.  Experience working in the human capital management space, recruitment or technology is a plus.  If working for a fast-paced company and energetic team excite you, this job is perfect for you!

Essential Functions and Responsibilities include the following.  Other duties may be assigned:

  • Helping internal and external customers with inquiries, and tickets in a timely manner.
  • Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
  • Create meaningful relationships with customers to ensure customers are beyond delighted with Scout and our products.
  • Own end-to-end customer experience.
  • Understand the business logic of Scout products, processes, HR, recruiting and applies this knowledge to optimize the customer experience.
  • Work with internal partners to ensure delightful customer experience for each potential and existing customer.
  • Influence multiple parts of product functionality and design.
  • Delight customers through excellent service to encourage engagement in Product.
  • Work with SalesForce to track progress, technical customer issues, develops self-help documents, support customer community, and metric reporting.

Qualification Requirements:

  • 2+ years of experience with SaaS Implementation and customer relationship development support in either the recruitment industry or web-based technology.
  • Bachelor’s Degree or similar 4 year college degree.
  • Previous experience with technical troubleshooting.
  • Superior customer experience skills, with a passion for “getting it right the first time”.
  • Driven self-starter that takes pride in exceeding expectations.
  • Proven ability to logically document customer issues, follow-up timely with involved parties and close loop on all issues.
  • Analytical mindset capable of identifying patterns and establishing actionable items based on data.
  • Excellent interpersonal communication skills, attention to detail and strong organizational skills.
  • Demonstrated time management skills.
  • Proven ability to conduct compelling presentations/demonstrations.
  • Team player with vested interest in seeing everyone succeeds.
  • A passionate, driven, self-confident and focused self-starter able to take initiative.
  • Proficient in Word, Excel, and PowerPoint.

Desired, but not required:

  • Zendesk Experience
  • Salesforce Experience
  • JIRA Experience
  • Previous experience with/and understanding of Recruitment Technology.
  • Superior customer experience skills.




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