Customer Experience Associate

| Chicago

Want to help make the world a safer, more sustainable and more creative place? It may sound like a lofty goal, but that’s exactly what we’re doing at Black Spectacles. Our platform attracts architects around the world who want to push the limits of their industry. Our content — which includes podcasts, design tutorials and exam prep — helps architects keep pace with emerging technologies and software so they can do their best work.

Black Spectacles is a Great Place to Work-Certified™ company and ranked #11 in Education on the INC. 5000 America’s Fastest Growing Company List in 2019. To keep that momentum going strong, we’re expanding our team of enthusiastic go-getters. We’re on the hunt for a Customer Experience Associate who is eager to work with customers and give them a world class experience.

This person will primarily use Intercom to manage and respond to inbound messages from customers and non-customers, giving each person a world class experience. There will also be outbound, proactive communication via various channels.

  • Be the front line of support for customers and help ensure that they're satisfied with the products and their experience
  • Provide information, answer questions and respond to complaints from all inbound messages
  • Respond to customers via live chat during pre-determined hours
  • Meet KPIs
  • Generate and use reporting
  • Appropriately categorize customer messages using our tagging system

Requirements

  • 3+ years in a customer service related role
  • Outstanding written and verbal communication skills
  • Ability to accept criticism and work well under pressure
  • Intermediate computer skills and knowledge
  • Strong attention to detail

Benefits

  • Unlimited Vacation
  • Blue Cross Blue Shield health, dental, vision, short-term / long-term disability and life insurance
  • Flexible Savings Accounts and Health Savings Accounts
  • 401k with Employer match
  • Profit sharing program
  • Employee referral program
  • Free weekly team lunch
  • Commuter pre-tax program
  • Frequent team events & quarterly social gatherings
  • Work out of the inspiring 1871 space, access to events and mentors

Black Spectacles is an equal opportunity employer.

Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement

Location

We're in River North in the heart of downtown Chicago.

What are Black Spectacles Perks + Benefits

Black Spectacles Benefits Overview

• Unlimited Vacation
• Blue Cross Blue Shield health, dental, vision, short-term / long-term disability and life insurance.
• Flexible Savings Accounts and Health Savings Accounts
• 401k with Employer match
• Profit Sharing Plan
• Employee referral program
• Free weekly team lunch
• Commuter pre-tax program
• Frequent team events & quarterly social gatherings
• Work out of the inspiring 1871 space, access to events and mentors

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
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