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Company Name : Clutter
Location : Los Angeles, CA 90025
Position : Customer Success Specialist (Remote)
Job Description : Clutter is an on-demand, technology company based in Los Angeles that is disrupting the $50B/year self-storage and moving industries. We’ve built an end-to-end logistics and supply chain platform that enables us to offer consumers a much more convenient solution at price parity with the incumbents. We’ve raised $300M from a number of VCs, including SoftBank, Sequoia, Atomico and GV (formerly Google Ventures). We have 750+ team members and tens of thousands of customers in 7 major markets across the US with plans to be in 50+ markets, domestically and internationally, within the next 5 years!
At Clutter, we’re fortunate to be providing a consumer value proposition that people love and one that makes economic sense – a true product/market fit that few startups ever find. To deliver on our promise to consumers, team members and investors, we’re focused on hiring, training and retaining exceptional individuals. This means that we have a very thorough interview process and maintain high performance expectations, but we’ll always be transparent with you and respectful of your time.
The opportunity:
Our Customer Success Specialists are analytic, passionate about Clutter’s growth, product offerings and educating future customers on Clutter policy, process, and services. Customer Success Specialists are responsible for providing pre-reservation to pre-onboarding support to all potential customers, upselling Clutter’s products (protection plans, supplies, unit sizes,) and retention support for existing customers. Customer Success Specialists may be required to make outbound calls to Third-Party Leads, to improve Clutter’s customer acquisition rate. We are looking for a detail-oriented Customer Success Specialist to join this collaborative, fully-remote team. This is an hourly position that may require overtime, depending on the needs of the business, and reports to the Customer Success Supervisor. The position is fully remote.
What you get:
$22.00 per hour starting pay
Schedules – Five 8-hour shifts per week + a 30 minute unpaid lunch break. Shifts can start as early at 4am PST and run until as late as 5:30pm PST. Our team operates 7 days a week, and there is potential for overtime as needed.
Incentive Stock Options
Full Health Benefits for you and your family (Medical, Dental, and Vision)
Equipment – A Mac laptop and headset for work usage
Monthly internet stipend
Flexibility to work remotely from any state where we currently operate (CA, CT, FL, IL, KY, MA, NJ, NY, OR, PA, RI, TX, VA, or WA)
What you’ll do:
Provide support during the pre-reservation process for potential customers and handle questions or concerns about Clutter services, process, & products via phone, SMS, & email
Build rapport, demonstrate empathy & develop customer confidence in Clutter services during all customer interactions
Fully educate pre-reservation customers on Clutter services, policies and process, thus minimizing future pain-points and maximizing customer satisfaction
Support Clutter’s reservation to rental goals through increasing customer satisfaction by upselling Clutter products(protection plans, supplies, & unit sizes.)
Prior to market transition provide support to all web-bookings via email, calls & SMS is being provided to maximize capture rate
Champion Clutter Moving Customers, by taking ownership of their experience from the moment they become interested in Clutter Moving through pre-reservation to booking to the completion of service.
Complete outbound calls, emails and SMS to Third Party Leads, reviewing Clutter Service offerings to improve Clutter customer acquisition rate.
What we’re looking for:
Bachelor’s or Associate’s degree (preferred – not required)
Availability to work on weekends required
High speed Internet connection required
3+ years of professional experience in a similar, customer-facing role
Consistent track record of success
Passion for technology and respect for the process
Self-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations
Strong communicator who enjoy building rapport with customers and resolving complaints
Experience or understanding of how to work and collaborate with a remote, distributed team
This post is listed Under California jobs
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