Put your experience in customer service, affinity for technical consumer products, and love of aquariums to work at Step Ahead Innovations, a rapidly growing Vermont startup that is launching the revolutionary MindStream Monitor for automatically monitoring up to ten aquarium water parameters in real-time!
SAI is a rapidly growing startup company focused on real-time aquarium water monitoring using proprietary technology and a cloud-based “Internet of Things” user interface.
To learn more, please visit www.MindStreamH2O.com/ or https://www.Facebook.com/pages/MindStream-Aquarium-Monitoring-System/172032453001343?fref=ts.
Applications should include a resume and cover letter and be sent to Beth@BethGilpin.com . You may also request a confidential conversation if you’d like more information before deciding whether or not to apply.
I look forward to hearing from you.
Beth Gilpin, SPHR, SHRM-SCP
External Recruiting Partner to Step Ahead Innovations
Position Summary
The person in this new role will initially support product beta testing while establishing SAI’s highly responsive and professional customer service operation and systems in time for product launch in the spring of 2017. As our business grows, this experienced manager will be responsible for scaling our customer service function while recruiting a team of professional service reps for servicing customers throughout North America.
Responsibilities
All SAI employees are responsible for collaborating as a team to contribute to the overall success of the organization and achievement of the company’s goals. Working together with fellow staff members, the person performing this job is primarily responsible for the following functions:
Customer Service
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Ensures excellence in all aspects of customer service and support.
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Hires, develops, and supports a team of highly qualified customer service staff to troubleshoot and offer assistance to external customers.
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Provides initial response to complex customer needs, escalating more complicated situations to engineering or operations personnel.
Systems and Processes
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Designs, implements, and continually improves systems, processes, training, technical documentation, and technology to facilitate efficient and professional customer interaction and efficient workflow.
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Serves as subject matter expert and lead trainer on all tools, processes, and systems, including CRM.
General Management
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Provides routine updates to management on all critical path escalations.
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Monitors and controls spending levels as outlined in the budget.
- Develops, manages and reports on department metricsto ensure best operational efficiency of the team and operations.
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Devises clear communication protocols and tools to ensure ongoing communication with other departments, and provides continuous feedback on product issues and potential operational improvements.
Qualifications
Experience and Education
Relevant B.S. Degree, preferably in Aquarium Science, Chemistry, or Biology.
Solid hands-on experience/knowledge of aquariums (e.g. as an aquarist or by working with a public aquarium or aquarium service firm, etc.).
Minimum of 7 years of customer service experience, including 3 years in a mid-level or higher management role hiring, training, and supervising others in a highly service-oriented culture.
Experience building out and supporting customer service/call center operations. Specific experience should include: developing standard operatating procedures, performance metrics, service strategies, staff, and supporting systems (including CRM, phone, and data/incident tracking, escalating, and reporting); providing online support tools and resources such as forums, FAQs, and tutorials; and providing ongoing categorized feedback to engineering, marketing and operations.
Required Skills, Knowledge and Abilities
The following skills are required of the person acting in this position:
Extremely strong customer service skills, and evident passion, for meeting and exceeding customer expectations.
Excellent administrative and organizational skills.
Demonstrated ability to understand, and provide support for use of, technical products involving consumer electronics, networking, Internet and cloud computing, and iPhone/Apps.
Ability to develop clear and concise written materials for customer service reps and customers, such as training content, tutorials, and FAQs.
Demonstrated excellent interpersonal and communications skills with both internal staff and external customers.
Sound people management skills including hiring, training, delegating, engaging, and managing performance.
Ability to oversee multiple, detailed projects and tasks in a fast paced entrepreneurial environment.
Proficient in Microsoft Word, Excel, Outlook and PowerPoint
Preferred Qualifications
The following qualifications are beneficial to high performance in this position, but are not required:
Experience owning or managing/servicing aquariums.
Experience developing, implementing, and managing a customer support center, preferably in a technical consumer products company.
Experience with outsourcing similar ancillary services, such as order processing or customer service operations.
Experience in a rapid growth, entrepreneurial business environment.
Working Conditions
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job.
Ability to work long hours sitting and using office equipment and computers, which can cause muscle and eye strain.
Flexibility to provide on-call support to customers across all time zones, and/or to participate in conference calls.
