thumbtack - Premier Service Advocate (Multi-Channel Support)

• Maintain excellent knowledge of Thumbtack’s products and services after completing our training  and onboarding program • Participate in 30-40 inbound requests through the different channels (phone, chat, SMS, and email) daily with our users to determine the best solution to get jobs done and grow small businesses • Obsess over customers and professionals by constantly focusing on solutions and guiding professionals to maximize their engagement and experience with Thumbtack • Demonstrate accountability by meeting/exceeding monthly productivity, quality, customer satisfaction, and resolution rate targets and finding ways to improve KPIs, guidelines, and processes • Maintain a deep understanding of the Thumbtack policies and keep abreast of recent changes and new additions to the policy in order to process refund and email tickets effectively • Contribute as a team member by engaging in coaching sessions, team meetings, team-building activities, and other team and company events • IN ORDER TO BE SUCCESSFUL, YOU MUST BRING • Customer-obsessed with an understanding of what it takes to provide a great experience • 1+ year experience in a customer service-driven role- BPO, shared services, related industry • Experience working in a multi-channel (Voice, Chat, Email) environment. Voice experience is a must! Excellent English verbal and written communication skills • Expert de-escalation and conflict resolution skills • Adaptability and resilience for handling complex interactions and frequent change • Willingness to work all shifts including daytime, mid-day, and graveyard shifts. Must be available to work weekend days and some holidays. • Excellent critical and analytical thinking skills or the ability to assimilate a variety of information and make logical/consistent decisions • Comfortable navigating multiple systems (email, knowledge base, phone, chat, etc.) and getting up to speed quickly with our online tools • Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role. • Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. • Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected]. • If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/. • We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes. https://careers.thumbtack.com/recruiting-scams