Customer Happiness Specialist for Internet-Based Self-Help Business

About Us

Focusing Resources teaches an empowering process that enables people in any community to make clearer decisions, have better relationships, and have more compassion for themselves and others. The mission of our organization is to create meaningful contributions to personal, community, and global emotional health. We believe positive emotional health impacts how fairly we treat each other, how well and quickly we recover from stress and trauma, and how wisely and collaboratively we meet the serious challenges we are all facing.  

We’re a close-knit team that values independent thinking with respect for each person’s input. We strive to create a work environment that reflects self-awareness and an awareness of our impact on each other. As such, we seek employees who have a sincere interest in and commitment to bringing self-awareness to bear on all activities of daily life. We prioritize the well-being of our team members with generous paid time off and benefits (details below).

The Job

We are looking for a well-organized Customer Happiness Specialist with a diverse skill set who will work with the Customer Happiness Manager to provide compassionate, understanding support to our customers.

The ideal candidate will have strong written and verbal communication skills, be capable of managing a variety of different tasks on any given day, and put integrity and caring first in all interactions.

They will have an interest and/or background in psychology and personal growth and a passion for helping others.

They will also be a forward-looking thinker who actively seeks opportunities and proposes solutions.

What You’ll Do

• Deliver compassionate and consistent customer support while handling a variety of inquiries and issues that may arise from our customers on a day-to-day basis (including but not limited to voicemail, email inquiries, live website chat support, responding to inquiries on social media, processing refunds, following up with failed transactions, etc.);
• Help develop and implement new processes to improve customer experiences and internal operations;
• Accurately identify and record trends in customer interactions to improve our offerings;
• Develop and implement communication strategies across multiple Apps, Platforms, and Organization to ensure seamless fulfillment of digital and physical product orders;
• Research, prioritize and follow up on incoming customer issues and concerns and determine the appropriate course of action;
• Uphold company mission and values through integrity, equality, flexibility, and teamwork;
• Manage a variety of special projects as needed.

The following qualities and abilities are expected of all employees at Focusing Resources:

• The ability to work collaboratively including: Active listening skills, Flexibility and the ability to compromise, and Openness to giving and receiving constructive feedback
• ​The ability to lead or take direction (or ask if you’re not sure which is appropriate :)) 
• The ability and willingness to express appreciation to others 
• Commitment to diversity, equity and inclusion efforts
• Detail-oriented 
• The ability to prioritize effectively and work with deadlines 
• ​Comfortable working and learning with a remote team; capable of working at a computer for the duration of their shift
• Resourceful, tech-savvy, enjoys learning new systems, while also researching/solving problems which might be different every day
• Must be ​Mac fluent AND have a reliable high-speed internet connection – no exceptions
• Comfortable dealing with the public by phone and email, good listener, empathetic, patient, passionate about helping people

Additional ​​qualifications:​

• Friendly, responsible, attentive, and bright. 
• The ability to respond to reactive customers in a non-reactive way. You may have learned this skill through doing inner work (therapy, self-help courses, etc.) or through life experience.
• Experience with/Excited to learn Asana, Infusionsoft/Keap, Acuity, Gmail + Google Drive, Dropbox, PayPal, and WordPress a plus.
• 3+ years of relevant customer service experience working with web-based organizations.

What We Offer

$30 per hour, 20 hours per week to start

Medical insurance (50% covered by employer) with option for Dental (not covered by employer)

Flexible health spending account

Simple IRA (after 2 years)

Paid Time Off includes: 2 weeks, 5 holidays, and 2 week office closure in December

Location

Remote (business based in Berkeley), must be CA resident 

How to Apply

To apply, please use this form at focusingresources.com/jobs to submit your cover letter, resume, and 3 references (names, position, relationship, and email address). No phone calls please.

The Interview Process

We’ll review your cover letter and resume and be in touch if we’d like to move forward with your candidacy. Depending on the number of applications, this may take some time.

• A member of our Team will hop on the phone with you for 15 minutes to assess your skill set and ask, “Why Focusing Resources?”
• In the 2nd round, you’ll participate in a 1-hour Zoom interview with the Focusing Resources Team.
• The team reviews all feedback.
• We make a final decision and if you’re selected, we’ll reach out to set up a 30-minute Zoom interview with the CEO.

Details

Applications reviewed on a rolling basis, beginning on June 6th

Applications accepted until June 20th as application deadline on posting

Anticipated start date: Between August 1 - 8

Anticipated hours: Mon - Thurs from 11 AM to 4 PM (with some flexibility)

Employment Type

Non-exempt, part-time position (20 hours per week)

Position Reports To

Customer Happiness Manager & our CEO

For more information on our business, please visit www.focusingresources.com​.