Customer Success Agent (Part-time, Remote)

Remote /
Delivery – Support /
Part-time
COMPANY MISSION:
We are on a mission to return 1 billion dollars back to small businesses by 2023.

COMPANY VISION:
We accelerate freedom for our team and our clients.


THE IMPORTANCE OF A CUSTOMER SUCCESS AGENT (CSA):
At Gravy, our Customer Success Agents are vital to the success of the businesses we serve. We strive to accelerate freedom for our clients, their customers, and for YOU! You have a human approach to customer service, and you interact with customers with respect and empathy. We have a mission to return 1 billion dollars back to small businesses by 2023, and we can’t do it without you.

WHAT YOU OWN (Yes, you own it, you are responsible for it, and you will crush it!):

    • You are responsible for managing the Gravy Recovery Process for an assigned roster of clients. 
    • You are responsible for communicating with our clients and solving customer service issues with our clients’ customers (which could also include managing a failed payment recovery process). 
    • You will learn all of your clients’ technology systems...their payment processor, their CRM, their email system.
    • You will learn your clients’ brands and how to adapt your voice to speak to their customers. 
    • You maintain the highest focus on accuracy to provide quality customer service.
    • You will follow a focused, relentless, and systematic approach to recovering failed payments.

A DAY IN THE LIFE OF A CUSTOMER SUCCESS AGENT:

    • Each day, you’ll access your clients’ failed payment information & manage a recovery process to save payments through logging in to each of your clients’ systems (payment processors, CRM’s, email systems, etc.) You’ll follow our playbook for payment recovery to ensure you are reaching out to customers (and following up with them) in a timely manner.
    • Each day, you will solve other customer service issues that could include, but are not limited to, access management, changing billing dates, updating personal information, cancellation requests, incentive offers, etc.

YOU WILL LIKELY EMBODY THESE CHARACTERISTICS:

    • You enjoy people and are able to communicate clearly, both verbally and in writing.
    • You are tech-savvy and aren’t afraid to learn a new platform. (You don’t have to be Steve Jobs, but you also don’t need someone to sit with you and explain step by step how to work new technologies.) 
    • You do what you say you will do when you say you will do it and own up to when you mess that up. 
    • You are self-motivated and have a “figure-it-out” mindset. 
    • You approach life with optimism and see the good in situations and people.
    • You thrive on routine and you probably write things down on a checklist, just so you can mark it off. 
    • You love working behind the scenes and knowing that you’re making a difference in the lives of others. 
    • An inefficient process drives you crazy. You are always looking for ways to work smarter, not harder. 
    • You see things that others often miss. You love details and data and aren’t afraid to speak up about what you find. 
    • You are a problem solver and aren’t dependent on others to tell you how to move forward.
    • You can follow direction from leadership and don’t need to be micromanaged.
    • You take constructive criticism and run with it...without hesitation. 
    • You love a good process and knowing what needs to be done each day. 
    • You have respect and empathy for everyone you come in contact with.

SCHEDULE:

    • A Customer Service Agent is a work from home, part-time, W2 position. You will be committed to working at least 20 hours each week, but no more than 29 hours weekly.
    • Our core working hours are Monday - Friday from 8:30 AM - 5 PM EST. 
    • You’ll be expected to work your clients accounts each day, be responsive to your Gravy teammates and your clients within 2 hours during those core hours, and be on call with your clients during those core hours. 
    • You will also attend a weekly All-Team meeting on Tuesday’s at 11 AM EST.
GRAVY’S CULTURE & BENEFITS:

We have 5 core values that drive who we are, the decisions we make, and the team dynamics:
- We approach life with optimism. 
- We take initiative. 
- We don’t take ourselves too seriously. 
- We build others up. 
- We do what we say we’ll do. 

We’ve always had a remote culture, so while we don’t provide snacks in a break room for you, we do provide personal and professional leadership development and a #oneteam mindset where we all win or lose together. Slack is our HQ and a current Gravy team member once said, “I feel more connected to my teammates at Gravy, even being states away and never having met anyone in person, than I ever did sitting in an office for four years at my last company.”

We have a regular all-team meeting that’s unlike any other meeting you’ve ever been a part of. Think inspiration. Think motivation. Think appreciation. That’s what you get at Gravy.

We take care of our team first. Our team is more than just a number. They are humans. And we bring the human approach to our team, our clients, and everything that we do.