The Role:

Scout Alarm is currently seeking a Customer Experience Teammate who is interested in joining a quickly growing, funded startup focused on smart home security. This member of our team would provide phone and email support.

This CX teammate will build a personal relationship with our community, answer customer questions and issues via phone/email/community forum, provide technical troubleshooting, and take ownership over any other tasks that pop-up throughout the day.

We're looking for someone who is tech-savvy, detail-oriented, and loves making people happy. We need someone who isn't afraid to pick up the phone or do what it takes to get the job done. We pride ourselves on our human approach to customer service. We avoid using too many stock replies and elaborate phone trees. This CX teammate should be passionate about keeping Scout's customer support experience personal, friendly, and helpful and understand how this reflects on the Scout brand.

About the Team and Work Environment:

We're a small and close-knit team. Before COVID-19, we were working out of an office in West Loop. Now, we're mostly virtual, and are able to work from home. We have weekly "no-work" virtual hangouts, and schedule after-work happy hours and events from time to time. We work hard but we also know when to take a break and laugh.

The Perks:

• We issue you a MacBook Air to do your job

• Receive your own Scout Alarm security system to take home and use

• Flexible vacation policy

• Competitive pay

Responsibilities:

• Understand the product inside and out and know how it differs from traditional home security systems on the market

• Handle customer communication via phone, email, and community forum

• Troubleshoot product installations and technical questions

• Handle the processing of orders, returns, and replacements

• Communicate with other department heads and developers regarding common issues

Requirements:

• Loves people and knows how to bring calm to a tense situation

• Fast learner and thrives in environments with a lot of change and unpredictability

• Extremely comfortable with a smartphone and technical troubleshooting

• Strong communicator

• Previous experience with phone and email support a plus

• Ability to work from our Chicago office or remotely

Schedule:

8-16 hours/week, 4pm-8pm Central on Friday, Saturday, Sunday, and Monday