What are the responsibilities and job description for the Customer Support Specialist position at Nevly?
About The Company
We believe each of us deserves the opportunity to get all that we can from our money. Since 2022, Nevly has been on a mission to design and build products that empowered every individual to do just that. We are rapidly innovating - pushing boundaries, experimenting boldly, and continuously learning - to create solutions centered around tackling the most challenging aspects of financial health with a focus on elevating the human experience.
As we continue on this journey we keep focus on the fact that two things are essential to our success: our people and our culture. We value talented people who are passionate about solving extremely hard problems and who possess an unwavering level of empathy for those we are charged with serving. We embrace a culture of experimentation and one that focuses on continuous improvement and learning.
Nevly can best be defined by collaborative, trusting, thought-provoking, outcome-driven environments inside of a forward-thinking organization that looks to push boundaries. One that encourages diversity of thought and creative solutions that are in the best interests of our customers.
About The Role
Nevly is seeking a friendly and highly analytical customer service specialist to join our customer care team. In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, and provide training to new hires. A top-notch Customer Service Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.
Position Responsibilities
Nevly offers a competitive base salary and discretionary bonus based on performance and also provides a generous benefits package to its team members:
Base Salary Range: $60,000 - $85,000
Additional Compensation: Role eligible for commission based compensation
Important Notice for Candidates
Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles.
We believe each of us deserves the opportunity to get all that we can from our money. Since 2022, Nevly has been on a mission to design and build products that empowered every individual to do just that. We are rapidly innovating - pushing boundaries, experimenting boldly, and continuously learning - to create solutions centered around tackling the most challenging aspects of financial health with a focus on elevating the human experience.
As we continue on this journey we keep focus on the fact that two things are essential to our success: our people and our culture. We value talented people who are passionate about solving extremely hard problems and who possess an unwavering level of empathy for those we are charged with serving. We embrace a culture of experimentation and one that focuses on continuous improvement and learning.
Nevly can best be defined by collaborative, trusting, thought-provoking, outcome-driven environments inside of a forward-thinking organization that looks to push boundaries. One that encourages diversity of thought and creative solutions that are in the best interests of our customers.
About The Role
Nevly is seeking a friendly and highly analytical customer service specialist to join our customer care team. In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, and provide training to new hires. A top-notch Customer Service Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.
Position Responsibilities
- Promptly responding to customer queries via email, live chat, video, phone, and social media channels.
- Immediately escalating serious complaints or issues that you are not equipped to deal with.
- Liaising with colleagues or managers to find the best solutions to customers’ issues.
- Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
- Maintaining a polite, helpful, and professional manner at all times.
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
- Familiarizing yourself with new products and services as they are introduced.
- Attending workshops and meetings as required.
- Providing training to new customer service agents.
- Respecting client confidentiality at all times.
- High school diploma or GED.
- Bachelor’s degree in business, communications, or a related field may be advantageous.
- Practical experience with help desk software, such as Zendesk, and CRM software, such as salesforce sales cloud, strongly preferred.
- Previous experience in a customer service role is preferred.
- The ability to respond appropriately under pressure.
- Sound judgment and excellent problem-solving skills.
- The ability to speak a second language may be advantageous.
- A positive attitude and the ability to build relationships with clients.
- The flexibility to work irregular hours, when required.
- Superb written and verbal communication skills.
Nevly offers a competitive base salary and discretionary bonus based on performance and also provides a generous benefits package to its team members:
- Health, Dental & Vision
- Fertility Benefits
- Professional Development Fund
- Relocation Benefits
- Paid Parental Leave
- Paid Time Off
- Compassionate Sick and Bereavement Leave
- Volunteering Days
- Employee Referral Program
- Monthly Commuter Stipend
Base Salary Range: $60,000 - $85,000
Additional Compensation: Role eligible for commission based compensation
Important Notice for Candidates
Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles.
- Only apply through official Nevly channels. We don’t use any third-party services or platforms for our recruitment.
- Always double-check the emails you receive. Make sure all communications are being done through official Nevly emails, with an @nevly.com domain.
- We won't ask for payment or personal financial information during the hiring process. If anyone does ask you for this, it’s a scam. Report it immediately.
Salary : $60,000 - $85,000