Customer Experience Specialist

| Chicago

RedShelf is a product-focused, education company that prides itself on having a fun and collaborative environment. Our team is passionate, growth-driven, and always goes the extra mile to deliver the best experience to our users. We offer the excitement and opportunity of a young, fast-growing start-up but with a proven track record of success.

Job Summary:

The Customer Experience Specialist is responsible for RedShelf’s most important product: our customers’ experiences. Nobody reaches out to our team unless they’re having a problem — but through empathetic, personable and clear communication, CE Specialists turn these customers into impassioned promoters.

Duties & Responsibilities:

  • Practice empathy and active listening with students, bookstore partners, and professors of all ages
  • Address emails, phone calls, tweets and DMs through our CRM platform in a warm, personable and direct manner
  • Typical multitasking includes: combing through our internal Wiki, communicating clearly with your team leads, logging bugs and feature requests…all while providing responsive support to the customer
  • Morph internal data / industry jargon into fun and approachable communication
  • Approach others with passion, curiosity and an assumption of positive intent
  • Document escalated customer journeys in clear and concise records for warm hand-offs to internal and external teams
  • Meet performance standards, including: confidentiality, security of information, response time metrics, and Net Promoter Score

Requirements:

  • High emotional intelligence and empathy
  • Excellent communication and organization skills
  • 1+ year(s) service industry/support experience
  • Exposure + comfortability with commercial technology (mobile devices, eReaders, etc) and business technology (collaboration tools, email, Excel)
  • Multitasking without loss of quality or focus
  • Cross-functional agility (does well on a team, does well on their own)
  • Availability to work one of these schedules:
    • 12p - 9p, Tues - Sat
    • 11a - 8pm, Sat - Wed
    • 9a - 6p, Mon - Fri
  • Proven track record of discipline and integrity when working unsupervised/remote
  • Some flexibility with schedule to meet seasonal changes in business needs

Other Desirable Skills/Experience:

  • Knowledge and appreciation of the advances in higher educational software, course materials, and digital publishing is a plus
  • Comfortable with learning through feedback + self-reflection
  • Enjoys puzzles or strategy games
  • Ability to express themselves warmly through email or text-based communication (involvement in online forums, communities, etc is a plus!)
  • Experience in a startup environment
  • Ideal candidate is self-sufficient and highly motivated, self-directed and possess high energy and a passion for RedShelf

Why RedShelf?

Since inception, RedShelf has undergone tremendous growth by providing the learning community with the cutting-edge technology to transform education for future generations. Our goal is to make course materials affordable and improve student interaction with their course content. We partner with 600+ education institutions and 1200+ higher education publishers to deliver a better, more affordable experience to students using our studying platform.

On top of our competitive compensation package that includes company stock options, we offer an engaging office culture with frequent onsite and offsite events including intramural sports teams, happy hours, volunteer work, and more.

EEO Statement:

RedShelf is an Equal Opportunity Employer. Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of RedShelf are encouraged to apply.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • DjangoFrameworks
    • Ember.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticSearchDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ZeplinDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • CraftCMS
    • BaseCRM
    • MailChimpEmail

Location

Beautiful and convenient River North office located minutes from Magnificent Mile and the Loop with one of the best rooftops in the neighborhood.
500 N. Dearborn St. , Chicago, IL 60654

An Insider's view of RedShelf

What are some social events your company does?

Our development team gets together outside the office once per quarter with things like bowling nights, baseball games and water taxi trips to Chinatown. I try to host dinner parties every few months -- sometimes just for my immediate team, and sometimes a cross-team dinner to mix things up. Hoping for a company-wide Segway tour sometime soon, but

Howie

Senior Front-End Software Developer

How do you collaborate with other teams in the company?

We’re constantly collaborating with other dev teams in the company through shared github repos, slack channels and of course some inside jokes. We also work closely with teams outside of the dev department on various projects, including improvements to our book processor and the rollout of new product features.

Hadas

Junior Software Developer

How has your career grown since starting at the company?

I’ve had some great opportunities to get more involved in the technology communities that we benefit from on a regular basis. We’re helping organize a one-day conference called EmberCamp Chicago in September, and I’m speaking at a conference focused on accessibility testing later in the fall.

Howie

Senior Front-End Software Developer

How do you empower your team to be more creative?

It's critical that you encourage an environment of experimentation. People should never be punished for taking risks or making mistakes as long as they're learning and growing. As a product-focused company, the creativity for new ideas exists when your team is comfortable with failure and understands that success can be measured by what we learned.

Scott

CTO

What’s the vibe like in the office?

RedShelf #WeHaveFun pretty much sums it up. On Sunday nights, you don't feel like you're dreading going to work the next day, which says a lot.

Hadas

Junior Software Developer

What are RedShelf Perks + Benefits

RedShelf Benefits Overview

On top of our competitive compensation package that includes company stock options, we offer an engaging office culture with frequent onsite and offsite events including intramural sports, happy hours, volunteer work, and more!

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)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
More Jobs at RedShelf9 open jobs
All Jobs
Design + UX
Dev + Engineer
Legal
Operations
Product
Sales
Developer
new
Chicago
Design + UX
new
Chicago
Operations
new
Chicago
Sales
new
Chicago
Developer
new
Chicago
Design + UX
new
Chicago
Product
new
Chicago