Customer Service and Support Associate, EverCommerce
Integrated SaaS solutions
Job no longer available
Integrated SaaS solutions
1001+ employees
Job no longer available
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 1+ years in a customer-facing, internal support, or customer service role
- 1+ years troubleshooting and or technical support experience is desired
- 1+ years in a healthcare setting is desired
- Ability to manage a high volume of clients at any given time
- Excellent time management, project management, and organizational skills
- A positive and proactive approach to handling challenging situations
- Exceptional listening skills, with attention to detail
- Ability to prioritize tasks and carry out responsibilities with direction
- Ability to work with a global team in a remote work environment
- Experience demonstrating empathy while working directly with customers
- Excellent problem solving and analytical skills
- Outstanding oral and written communication skills
- Ability to convey technical information to a general audience
- Aptitude for learning new technologies quickly
- Ability to understand and follow customer service procedures and policies
What the job involves
- We are looking for a Customer Service and Support Associate to focus on our EverHealth application
- The Customer Service and Support Associate acts as a liaison with our clients, providing product information and answering questions; ultimately bringing resolutions to clients’ concerns within various SaaS solutions
- Assisting our external customer base via phone calls, chats, email and customer portal
- Diagnose, troubleshoot and resolve application, configuration and workflow questions and potential issues
- Being a business partner for our customers by understanding and consulting on all functional and configuration of our solution(s)
- Properly escalate potential issues, as needed, to the next level
- Communicate in a cheerful, helpful, and professional manner with both internal stakeholders and our customers
- Precisely document required details of assigned tickets while tracking tickets through various stages of completion
- Work cross-departmentally with multiple teams to find, analyze, and resolve client issues
- Represent the voice of the customer by sharing customer feedback about our products and service
- Be a change agent by proactively identifying and communicating areas of improvement to leadership
- Utilize team tools and company knowledge base to research and resolve customer concerns
- Provide a World Class Customer Experience by seeking to understand the customer’s concerns with empathy
- Actively participate in developing the company knowledge base
- Strive to meet or exceed individual, department and corporate goals
- Continuously seek opportunities to grow in our solution(s) and industry knowledge
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specializes in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce acquired DrChrono and through this both companies are able to share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a beast in its trade having acquired almost 30 companies, multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 5 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.2m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company values
- We hold each other accountable for treating everyone with respect. Kindness is at the heart of who we are
- We are united. We win, fail, and grow as a team. We believe teamwork does make the dream work
- We embrace diversity and inclusion. Inclusivity fuels innovation, enriches experiences, and promotes belonging
- We are a team of perpetual learners motivated to grow ourselves and the company. We strive to do and be better
- We welcome new ideas and are energized by transformation that drives innovation, and our collective growth
- We serve the needs of our customers, focusing on excellence and innovation. When they succeed, we succeed
- We empower our team to do their work in the environment that is best suited for their role and enables company success
Company HQ
River North Art District, Denver, CO
Articles
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
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