Job Description

EOS: REAL. SIMPLE. RESULTS.

EOS®, the Entrepreneurial Operating System, is a complete set of simple concepts and practical tools that has helped thousands of entrepreneurs get what they want from their businesses. Purely implementing EOS helps the people who own and run entrepreneurial companies run better businesses and lead their ideal lives.

THE ROLE OF CUSTOMER SERVICE REPRESENTATIVE:

This full-time position is accountable for supporting our Base Camp members. “Success” is defined as the delivery of a consistently high-quality “customer” experience to our members and ensuring they have the support they need to be successful.

The successful candidate will demonstrate that they are genuinely excited to help customers. They will assist members with inquiries, requests, and/or problems in a friendly, respectful, courteous, and professional manner. Maintain EOSW’s commitment to provide a friendly, respectful, courteous and professional business environment for all members. Contribute to member satisfaction and retention. Expand member’s relationships by identifying and meeting their needs. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The ability to work effectively with others is critical, as extensive collaboration with EOSW staff, Professional EOS Implementers, and Base Camp members is required. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

This position will report directly to EOS Worldwide’s Customer Service Manager.

JOB DUTIES:

• Build relationships with members by supporting them and providing for their needs
• Support new members and provide onboarding assistance
• Collaborating with all departments to serve customer needs
• Resolve customer complaints and provide appropriate solutions
• Phone calls / live chat / support emails / web form questions
• Customer surveys
• Monitor and report on members quality information
• Keep records of customer interactions, process customer accounts and maintain accurate CRM database information
• Manage accurate membership profile information
• Take the extra mile to engage customers
• Follow communication procedures, guidelines and policies
• Working typical business hours with flexibility to accommodate international customers
• Meet personal/customer service team targets and measurables
• Other duties as assigned

SKILLS AND QUALIFICATIONS:

• Must share EOS Worldwide's Vision and Core Values
• Excellent and highly professional interpersonal skills – in person, via video conference, and by phone
• Strong verbal and written communication skills
• Obsesses about serving stakeholders well; exhibits exceedingly high-quality standards
• Take initiative to propose solutions & improve processes
• Technologically proficient, GSuite, CRM, Zoom, etc.
• A minimum of 5 years in customer service required
• International experience preferred
• Bachelor’s degree preferred

ADDITIONAL PREFERRED QUALIFICATIONS:

• Experience in a remote working environment.
• Experience working in a company running on EOS is a plus.
• Fluency in additional languages a plus.

LOCATION: Remote working capabilities; future office location in Birmingham, MI (collaborative meetings required as needed)

COMPENSATION: $40,00/year with the potential for a merit-based bonus plus benefits including flex-time and PTO

Please note that due to the upcoming holidays, the review process will be delayed.