Technical Customer Service Representative - SpotOn Fence

Are you tech savvy? Do you love dogs? Do you love helping people? Come help our customers use our award-winning dog GPS fence so they can let their dogs run free off leash. 

 SpotOn invented the world’s first truly wireless fence back in 2019. Our sales have skyrocketed and our customers love the freedom our product gives to their dogs. In 2023, we were listed on the Inc. 5000 list of fastest growing companies and our customer service team won the Stevies award for excellent customer service. Our product has won awards from the Consumer Electronics Show (CES), South by Southwest (SXSW), the Stevies, & the NH Tech Alliance. 

We are seeking a Technical Customer Service Representative who will be responsible for answering new customer inquiries via phone, email and chat. This representative will also be responsible for supporting existing customers through the setup process and providing guidance on technical issues. This position is best suited for an individual with demonstrated technical aptitude and superior communication skills.

This role requires working both weekend days (Saturday and Sunday). It is hybrid with weekends at home and 3 work days in the office.

Responsibilities

• Educate and guide new customers on the features of our products and services by becoming a product expert for SpotOn.
• Demonstrate excellent customer service by working with the customer to determine the root cause of issues and coming to satisfactory conclusions.
• Communicate across multiple platforms including phone, email, chat, and social media on a daily basis.
• Enter accurate information into our CRM platform for quality metrics reporting to enhance the customer experience.
• Facilitate communication between the customer and our service center to process hardware issues and customer returns/exchanges.
• Document customer interactions accurately and record them within our Customer Management Portal.

Requirements

• Ability to maintain a professional, responsive, and calm demeanor working directly with the general public 
• Comfortable taking inbound phone calls and making outbound phone calls to customers
• Clear written communication with both internal and external customers
• Thrives in a fast-moving startup environment
• Contribute to group discussions regarding unique service issues
• Understand potential issues as they arise and report accordingly
• Possess an enthusiastic approach to solving problems while maintaining a level-head
• Driven towards group success in a highly collaborative and innovative environment
• Must love dogs and be comfortable in a dog-friendly office 
• 2+ Years of D2C customer service support through phone, email, chat, and social media  
• Proficient with Microsoft Office: Excel, Word, Outlook & PowerPoint 
• High School Diploma or GED 

Preferred Qualifications

• Experience with Shopify, Freshdesk, or related e-commerce and CRM platforms
• Associate degree in hospitality, business administration or similar 

Reports to: Customer Service Manager

All offers are contingent on the successful completion of a background check.

Compensation & Benefits

SpotOn Fence offers total compensation packages based on employees' professional experience, with starting salary between $22 and $24 per hour based on experience level.

SpotOn’s benefits include: Health/Dental/Vision (up to 95% company sponsored depending on plan), HSA/FSA/Dependent Care savings plan, 135 hours paid vacation, 10 paid holidays, 104 hours sick time, Medical & Parental Leave, Tuition Assistance, matching 401K plan, Disability Insurance, & Life Insurance. Plus, you can bring your dog to work every day!

Commitment to Diversity

SpotOn Fence is committed to maintaining a diverse workforce and an inclusive work environment. We do not tolerate discrimination in employment, employment-related decisions, or in business dealings on the basis of race, color, ancestry, age, sex, sexual orientation, religion, disability, ethnicity, national origin, veteran status, marital status, pregnancy, or any other legally protected status.