Customer Service Advocate (PART-TIME / Open to remote) at Club Automation

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Company Description

Daxko powers health & wellness throughout the world. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.

Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful. 

Job Description

Do you know what it takes to deliver a WOW customer experience? Are you passionate about Customer Service? Daxko's Customer Service Team is looking for a WOW-provider to support its software and engagement solutions. We need someone with personality and versatility that can take initiative, manage team projects, build rapport, and build lasting client relationships. Think you're up to the task?

This position will provide support for one or more of our many products - Daxko Operations, CSI Spectrum, Zen Planner, or Club Automation.

NOTE: This is a part-time position working approximately 20 hours per week. The hours are flexible but must be every day Monday - Friday. 

As a Customer Service Advocate, you are responsible for acting as a liaison, providing product/services information, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency.

The Customer Service Advocate reports to the Customer Service Team Lead.

You will also:

  • Answer product questions and explain technical concepts to a non-technical audience via email, phone, and live chat
  • Help customers better utilize our software by providing best-practice consulting and product training
  • Investigate and diagnose system issues via research and testing
  • Effectively communicate with staff at all levels in an organization
  • Remain current on and adhere to updated policies and standard operating procedures
  • Take initiative and act innovatively to help our customers and Daxko succeed
  • Meet weekly, monthly, and quarterly call and case goals
  • Participate in and/or lead team trainings and professional development opportunities in order to become a product expert

    Qualifications

    Note: This position is Entry Level.

    • Strong interpersonal and communication skills
    • Strong computer and multi-tasking skills
    • Create, build, and maintain relationships and rapport with clients
    • Identify complex problems and information to develop and evaluate options and implement solutions
    • Ability to work comfortably in a fast-paced, high-volume call center environment
    • Ability to handle stressful situations or dissatisfied customers
    • Train and teach others how to use product(s)
    • Availability to work shifts ranging as early as 7am CST to as late as 7pm CST (M-F), with periodic on-call time. 
    • High school diploma or equivalent

    Bonus points for:

    • Bachelor’s degree
    • 1+ years of relevant experience
      • Customer Service Experience
      • Technical, help-desk, or support experience
      • Experience using a CRM software, such as Salesforce

    Additional Information

    Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

    We truly care for our team members, and this is reflected through our offices, benefits, and great perks. Some of our favorites include: 

    • Flexible paid time off 
    • Affordable health insurance options
    • Monthly fitness reimbursement
    • 401(k) matching
    • Casual work environment
    • Plenty of free food and caffeine

    All your information will be kept confidential according to EEO guidelines.

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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
      • JavaLanguages
      • JavascriptLanguages
      • PHPLanguages
      • SqlLanguages
      • SwiftLanguages
      • jQueryLibraries
      • jQuery UILibraries
      • ReactLibraries
      • ReduxLibraries
      • Node.jsFrameworks
      • ZendFrameworks
      • MySQLDatabases
      • RedisDatabases
      • Google AnalyticsAnalytics
      • PendoAnalytics
      • BalsamiqDesign
      • IllustratorDesign
      • InVisionDesign
      • PhotoshopDesign
      • SketchDesign
      • ConfluenceManagement
      • JIRAManagement
      • TrelloManagement
      • SalesforceCRM

    Location

    Our office sits on the river in the heart of the West Loop across the street from Willis (Sears) Tower and next to the water taxi.

    An Insider's view of Club Automation

    What’s the vibe like in the office?

    Our office is high energy & collaborative. We promote interaction within & across teams to build camaraderie. They say life happens in the kitchen & that’s true here too! Whether it’s grabbing coffee, sharing our family-style Friday lunches, or grabbing a beer at the end of the day, we check our egos at the door & have fun while working together.

    John

    Team Lead of Customer Service

    What kinds of technical challenges do you and your team face?

    To meet the demands of our fast-growing customers, my team builds applications focused on scalability and configurability. We are challenged to think innovatively about how our applications can service one customer or ten-thousand customers with an equally engaging and responsive user experience.

    Tyler

    UI Architect

    What does career growth look like on your team?

    The demand for our product is growing which has led to a lot of growth opportunity. Leaders check in with their team members regularly to learn more about their long-term interests. There’s ample opportunity to shadow teammates in other roles and we’re encouraged to grow our skillset or explore a new one through resources like LinkedIn Learning.

    Hillari

    Training Team Lead

    How do your team's ideas influence the company's direction?

    At its core, Club Automation is an employee-driven organization. Innovation starts within and across our teams, and ideas flow outward from there; we make efforts not to be constrained by top-down thinking. We believe that there is no problem for which a knowledgeable, talented, and driven group of people cannot create a solution.

    Bill

    Director of Engineering

    How has your career grown since starting at the company?

    I started as an intern here, and right after graduating, I earned a full time BDR role. I was then promoted to an Account Executive 6 months later. It’s inspiring to work in a company that trusts you and recognizes potential for growth, encourages that growth, and gives you the necessary tools to become a leader and handle greater responsibilities.

    Christian

    Junior Account Executive

    What are Club Automation Perks + Benefits

    Club Automation Benefits Overview

    Club automation is a startup environment with established funding that allows us to offer excellent perks and benefits.

    Culture
    Volunteer in local community
    Club Automation participates in local volunteer activities such as the Chase Corporate Challenge, Bernie's Book Bank, Augie's Quest, and Feed My Starving Children.
    Friends outside of work
    Eat lunch together
    Intracompany committees
    Club Automation has various committees like the Time Hostage Rescue Team, Daxko Development Committee, and the Culture Committee!
    Daily sync
    Open door policy
    Team owned deliverables
    Team based strategic planning
    Group brainstorming sessions
    Pair programming
    Open office floor plan
    Diversity
    Unconscious bias training
    Implicit Bias Training
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Club Automation's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,700 annually.
    Disability Insurance
    Company-paid long and short-term disability insurance provides 60% of your pre-disability earnings up to certain limits.
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Club Automation provide a wealthy health insurance plan through BCBS with options for PPO and HDHP. Company contributes to the cost of both plans for all levels of coverage.
    Life Insurance
    Club Automation provides company-paid life insurance policies for $100,000 to all full-time team members.
    Wellness Programs
    In an effort to promote team member health and wellness, Club Automation provides a monthly fitness reimbursement to all team members.
    Onsite Gym
    Retirement & Stock Options Benefits
    401(K)
    401(K) Matching
    Club Automation's 401(k) retirement plan matches 50% of an employee's contributions up to 7% of their annual base salary..
    Company Equity
    Company equity is available for some senior leadership positions.
    Performance Bonus
    Child Care & Parental Leave Benefits
    Generous Parental Leave
    Full-time team members may take advantage of a generous parental leave benefit.
    Flexible Work Schedule
    Club Automation provides employees with a flexible work schedule that includes Flexible start and end times for most roles.
    Remote Work Program
    Family Medical Leave
    Vacation & Time Off Benefits
    Generous PTO
    Club Automation offers a Flexible PTO policy with no accrual necessary.
    Sabbatical
    Club Automation offers full-time team members a 4-week paid sabbatical leave for every 5 years of service from the date of full-time hire.
    Paid Holidays
    Perks & Discounts
    Casual Dress
    Company Outings
    Twice per year, we shut down our office and go volunteer for special projects designed to help the community. We also have social events that get team members together.
    Free Daily Meals
    Employees get free lunch on Friday.
    Stocked Kitchen
    Fridges are stocked with soft drinks and ‘fancy water’, coffee machines, etc.
    Some Meals Provided
    Free weekly Friday lunches that allow us to eat and hang out together.
    Happy Hours
    Fitness Subsidies
    In an effort to promote team member health and wellness, Club Automation provides a monthly fitness reimbursement of up to $100 to all team members. All fitness facilities are eligible.
    Professional Development Benefits
    Cross functional training encouraged
    Promote from within
    Time allotted for learning
    Online course subscriptions available

    Additional Perks + Benefits

    Club Automation has been recognized for providing team members with competitive benefits that celebrate its culture, promote health & wellness, and help team members achieve their goals. For this reason, we have designed our Team Member Benefit plans to promote an innovative and healthy work environment, to support your financial wellbeing, and to protect you against any potential hardship brought about by unforeseen accidents or injury.

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