Customer Service Specialist
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About The Position
Odeko is on a mission to champion your neighborhood cafes, coffee shops, and other establishments through technology. As a Customer Service Specialist, you will play a crucial role in supporting our small business partners by providing exceptional customer service. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Odeko community. You will be the first point of contact for all customer support questions via phone, email, and social media, ensuring that every interaction is friendly and timely. Your ability to troubleshoot user problems with the Odeko app will be essential in creating a personalized service experience for our customers in the Pacific Northwest region. In this role, you will document all support contacts in a CRM system and make recommendations to improve the customer experience, including feature requests and bug fixes. You will work closely with cross-functional teams, including Account Management, Sales, Tech, and Operations, to resolve customer issues efficiently. Additionally, you will proactively create expert customer content, such as helpdesk articles, videos, and webinars, to guide our customers effectively. Your performance will be measured against customer satisfaction metrics, and you will be expected to suggest ways to drive improvements in these metrics. This position requires a flexible schedule, as you may need to work off-hours and weekends, and it is remote with occasional site visits to customers or warehouse locations in the Pacific Northwest area.
