Client Support Representative

You’ll advise and empower clients by providing conscientious, comprehensive, and knowledgeable support.

You’ll learn how we approach challenging situations with kindness and ownership at each step of the process through resolution.

Your work will enable camps to optimize their business processes in order to spend time creating a positive impact for kids.

In this role you will:

• Deepen and broaden your understanding of the Campminder platform. We’ve developed a comprehensive, 3-week training to ignite your career here
• Refine your phone and email communications so they are efficient, empathetic, comprehensive, tactful and clear
• Have an eye out for any product or procedural improvements; you take ownership to move that forward or implement with your team
• Apply your meticulous attention to detail to help you keep updated and accurate records of relevant information in our customer relationship management (CRM)

We believe a successful candidate:

• Has thrived in a role where they directly supported clients for the majority of the day
• Understands when it’s time to dig-in and double down based on increased volume and business needs; they work with urgency and drive to rise to the challenge
• Seeks out opportunities to help others
• Is often the “go-to” friend for technology help because they quickly learn new software/technology and teach it to others
• Is curious and willing to use AI and other emerging tools to work more efficiently, solve problems, and find better ways of doing things
• Is able to rapidly think through and solve complex problems
• Is able to teach and explain processes clearly and efficiently on the phone and in writing
• Remains calm in emotionally charged conversations; is able to imagine themselves in somebody else's shoes and meet them where they are
• Proactively looks for more ways to add value, contribute, and keep learning

A typical day as a CSR at Campminder:

• Before your daily group stand-up meeting, you get a jump on some tickets (support requests from clients) that are in the queue. You quickly prioritize the most urgent and dive in. Using your masterful CRM (Salesforce and Campminder) skills, you zip through them and respond to each client with eloquent and clear instructions that solves their problem and educates them for future cases.
• During the team stand up, you’ll align on priorities for the day, give and get updates on client cases and interactions, and engage with your fellow CSRs.
• Back on phones, it’s a breeze for you to walk clients through a solution to their question and you also find a few other features to teach them along the way. You both sign off the call feeling great and you proceed to document relevant notes in our CRM.
• Calls and tickets continue for the morning. You occasionally check our company Slack to read any new release updates and notes from the team. There are often a few hilarious posts or dog photos your colleagues have shared too.
• This afternoon you have a 1:1 with your manager where you discuss your personal and professional development, upcoming time off, advice on a challenging case you experienced.
• After a mix of short, long, simple, and challenging calls and tickets in the afternoon, you sign off feeling confident in your abilities to help our amazing camp clients power through our platform.