Customer Support Escalation Specialist
Company: LawnStarter
Location: Austin
Posted on: June 23, 2022
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Job Description:
Description
LawnStarter is a marketplace that makes lawn care easy for
homeowners while helping small businesses grow and succeed. We've
raised over $20M in venture funding and are growing fast to
revolutionize the $115 Billion lawn care industry. Are you
interested in being an integral part of that growth and helping
build our team?
What makes these roles awesome:
1 - Team
We believe the most significant part of any work environment is the
team. Given this, we have spent a massive amount of time finding
humble, hungry, and smart folks that you will get to work with
every single day. That's a huge part of the reason LawnStarter
received the best places to work award in 2018, 2019 and 2020 from
the Austin-American Statesman.
2 - Growth
We have a small, tight-knit team willing to give responsibility to
anyone that is hungry, humble, and smart. You'll be owning the
outcome of your work and helping to shape the future of the
business. If you're hungry for career growth and want to develop
your skills, LawnStarter is the place to be.
3 - Startup Environment (Without the Early Stage Risk)
We are generating tens of millions of dollars in revenue per year
enabling us to have a close-knit, agile, and fun environment that
make startups so alluring with the added benefit of stability. We
are backed by some of the leading venture and growth equity funds
in the technology space.
What you'll be doing:
The Incident Resolution Team (IRT) is a specially trained group at
LawnStarter that handles all customer and provider reports of
property damage, insurance questions, and several other "special"
cases that are not in the scope of the web and phone teams.
Property damage can be challenging because you are jumping straight
into customer and provider experiences that are already highly
escalated. Due to this, we are the only ones that can touch these
tickets and it's very important we follow all processes correctly
to ensure the company, providers, and our customers all come away
unscathed. Some cases can be resolved in less than a week, others
can take months, and you'll be working on claims that range
anywhere from broken sprinkler heads to actual fires. These can
range in price from $10 to $10,000.
Your role is to guide these highly escalated customers through the
experience, making each step of the process as easy as possible,
and assisting them with finding the best resolution to their issue.
You'll utilize the phone, email/tickets, and even text messages
when needed to work directly with the customers who submit the
claims, the providers who were there when the damage was claimed to
have occurred, and the 3rd parties who can fix the damage.
This is a great opportunity to expand your LawnStarter knowledge,
grow your support skillset, and to work closer with management on
an important and evolving area that's vital to the long-term
success of the company.
Requirements
The following traits should describe you:
What You'll Need
You'll need to have the following equipment for the duration of
your employment with LawnStarter:
Bonus Points
Additional Details And Requirements
Keywords: LawnStarter, Austin , Customer Support Escalation Specialist, Other , Austin, Texas
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here to apply!
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