Job Description
ReportAll USA is seeking a full-time Customer Service Representative to add to our team. The purpose of this position is to provide first level support to customers who have questions or are experiencing issues with any of ReportAll's software solutions. The successful candidate for this position will possess incredible communication and problem-solving skills and be comfortable working with web and mobile applications. Candidates must be located in the greater Cleveland area, although the position is eligible for remote work. General hours are from 9AM to 5PM on weekdays with some flexibility based on availability and/or support center demands.
DUTIES & RESPONSIBILITIES
- Interact with and/or respond to customers as required to gain an understanding of their issues and/or needs as they relate to ReportAll’s solutions.
- Answer inbound customer support calls and emails with the goal of resolving customer issues in a timely matter.
- Log all customer interactions in CRM software, Salesforce Service Cloud.
- Perform acceptance testing of administrative and/or customer facing solutions as required.
- Facilitate customer feedback as appropriate; collect, assess and aggregate customer feedback.
- Respond to reviews in app store in a timely manner.
- Escalate technical issues to second-level support as needed. Follow up on open customer-facing tasks and verify that customer issues are resolved.
- Curate customer and account information in CRM software as needed.
- Identify opportunities for product walkthroughs and escalate to Sales if/as needed.
- Work on projects as assigned and directed by manager.
- Must be able to work without direct supervision the majority of the time.
DESIRED SKILLS AND QUALIFICATIONS
- 2+ years of work experience in a customer-facing role
- Strong communication and problem-solving skills
- Competency with mobile applications built for Android and/or iOS platforms
- Comfort in using Microsoft Word, Excel, Outlook and Teams
- Accuracy and attention to detail in communicating with customers and team members about reported issues
- Other technical, organizational, time management and customer interaction skills and experience a plus
- Ability to work individually with minimal supervision as well as part of a team
- Capable of working with distributed teams
- Experience with a CRM and/or Customer Service/Support Software is a plus
- Experience responding to app store reviews in the Apple or Google Play store is a plus
BENEFITS
- Medical, Dental, Vision, 401K
- Paid holidays and PTO
- Company-provided workstation and necessary hardware for task completion
- Possibility of working remotely
- Start-up mentality with the stability of an established company
NOTE: Sponsorship is not provided for this position. Candidate is required to be eligible to work in the United States without the requirement of employment sponsorship for work and/or resident visa.
ABOUT REPORTALL USA
Covering more than 159 million parcels in over 3200 U.S. counties, ReportAll’s data architecture solves the problems associated with non-standardized parcel data between U.S. counties, regions and states. We import and derive many important parcel attributes from a variety of sources into a single national parcel database to allow for analyses at regional and national levels.
- Through our powerful query tool, we customize and present enriched, cleaned data suitable for multi-county analysis.
- Any search result links to a variety of fully integrated web-based mapping systems: Google StreetView or Bing Maps bird's eye view are just a click away.
- A click on a result will jump to a pre-queried county auditor's page for full parcel detail.
- Additional features such as environmental (Flood zones, Wetlands, & Soils) and demographic (Census blocks and groups) are just a few of the resources included in the mapping system.
- Our real estate parcel-based geospatial data solutions also include:
- An API for system-to-system integration
- LandGlide App for Apple and Android devices
- PARLAY 2.0 Google Earth and ArcGIS Earth layer
- The ability to download a complete county Shapefiles, Geopackage and other formats on demand from our National Parcel Database
- An Esri-compatible feature service parcel layer
Job Tags
Full time, Work experience placement, Remote work, Visa sponsorship, Work visa, Weekday work,