IMPORTANT NOTE BEFORE WE HOP IN: We will only review applications that have submitted the Indeed phone screen and two customer service questionnaires. Please make sure you have submitted these three assessments if you would like to be considered for this role.
This is a majority remote position but we will ask you to meet in person from time to time throughout the year. Thus, being in the general Austin metroplex area or surrounding towns is a requirement.
Welcome to our job posting! Glad you made it.
Not sure if you want to join the Einstein team as a Customer Experience Rep? Let us tell you why you should apply and why this will be one of the best jobs you will ever have.
This job is low key awesome and we can’t wait to bring you aboard.
REASONS TO APPLY FOR THE MOST KICK ASS TEAM IN MOVING
Great Pay and Benefits – A compensation package that can’t be beat. Check out that long list below.
Work from Home- We donÂ’t need to tell you why this is awesome. ItÂ’s probably one of the main reasons you are reading this.
Advancement Opportunities – This is a new fast growing department in a company that is also quickly expanding (made the Inc. 5000 list the last four years).
Opportunities to Learn – You will learn a ton in this job around new software, project management, customer service skills, and much more!
Culture- There is a reason why people don’t want to leave once they begin working here. Monthly events and team outings and a focus on recognizing great work makes this a place worth staying.
OUR INDUSTRY LEADING COMPENSATION PACKAGE
Starting pay is a range of $45,000 to $53,000 depending on experience and your location.
19 Days Paid Vacation with additional vacation earned over time.Opportunities for flex days every other week.
Health Care Benefits including Dental/Vision
401 K Plan with great employee match benefits
10 Week Maternity/ 1 Month Paternity Leave. Bereavement pay of 5 days.
Growth opportunities with an early-stage company that is growing rapidly
THE REQUIREMENTS – WHAT YOU NEED TO SUCCEED!
The ability to work with computers and technology at a relatively high level. We use Monday.com in coordination with Google Drive, Slack, DialPad, and custom-built software to run our business. Don’t worry if you don’t recognize some of those names, we will teach you!
Previous customer service experience is preferred but not required. Flaunt it if you got it.
Must be able and willing to attack difficult customer interactions head on. They won’t always be tense or demanding but some are and being able to react with a cool, rational head is required.
Must be able to work full time.
Must have at least a small sense of humor (even if it’s not your strongest sense!).
Must be willing to take on new responsibilities and learn/adapt on the fly.
Must be willing to help our young company grow by giving us your best.
A College degree or currently enrolled is a bonus but definitely not required.
Must be able to meet up in Austin a few times throughout the year to interface in person.
STILL HERE? Excellent!
If you liked all those bullet points above and think you may be a match then keep reading for more info on exactly who we want, what you will be doing if you get the job, and a bit about our company!
WHO WE WANT:
This position is absolutely perfect for people who love solving problems, appreciate the challenge of juggling a few tasks at once, and can sing all the lyrics of the Third Eye Blind song “Jumper” (that last one is a joke but, in reality, could be helpful).
If you want to grow professionally with us, you are in luck. We are expanding SUPER fast in markets all across Texas and Florida and this role has the potential for expanded responsibilities and plenty of future growth.
If you are looking to just crush the customer experience game from your living room and are down to help Einstein Moving Company do that over the long haul, then hot dang we can’t wait to meet ya!
WHAT YOU WILL BE DOING:
This position will entail working as the Customer Experience Representative in the Claims Department, aka, the hero for our team, who saves the day by making things right by the customer.
That means you will handle the damages that occur on moves and work to get them settled by coordinating with the customers to get their damaged item(s) repaired, replaced, or compensated for via a cash settlement.
One of our big differentiators is our “No Worries Damage Coverage” (https://www.einsteinmoving.com/why-us/no-worries-damage-coverage/) which allocates up to $2,000 per move to repair, replace, or provide a cash settlement for any item damaged by our movers during the moving process. This will give you wide latitude to find a solution that fits each customer you work with (or at least 99.9% of them).
So, when handling damages, you will work with management and individual movers to find out what happened. You will work with vendors and suppliers to find replacement parts and or repair options. And you will work with customers to make sure their move ends on a happy note.
To make sure you are successful you will train with the head of the Customer Experience Department, get a fully vetted and up-to-date vendor list, and have access to training materials and example calls.
We know that your success is our success so we will make sure you have what you need.
Another big piece of this job will include expanding our growing vendor list, building relationships with vendors, recognizing damage trends, and offering ideas or solutions for continuous improvement.
Some tasks will be fun. Some will not be so fun. We do promise that working with us won’t be boring though.If you think this all sounds like something you would be good at and enjoy, please be sure to include the phrase “My attention to detail is no secret” in the “Do you have previous experience with customer service…” question on the application.
A BIT ABOUT US:
We are a moving company that started in Austin in 2012. We have now expanded to 10 locations with no plans to slow down our growth. We are searching far and wide for someone to join our Customer Experience and Claims Department.
We have been growing like wildfire since we opened our doors both because we are exceptional (happy to toot our own horn) and because we are a moving company in Texas and Florida and everyone and their dog is moving to these States (we think it’s mostly the first one though).
Our Customer Experience Department is dedicated to taking over and handling high impact customer interactions. We want to be what the young scholarly minds at Harvard Business School study when they learn about customer service in their fancy textbooks.
When you do a Google search for “customer service” we want the first result to be some Forbes article titled “The New Standard Bearers of Five Star Service – Einstein Moving Company”.
As dad jokey as it sounds, we want our company logo to be in the Oxford Dictionary when you look up the word “service”.
Bottom line, we have policies in place that will give you the flexibility to respond to the vast majority of customer service requests and claims in a way that not only meets the customer expectations but goes beyond them as well.
START WORK TOMORROW!
DO NOT CALL US PLEASE!
As much as we would love to hear your voice, we get a ton of phone calls each day and email is just way more convenient.
If we like what we see in your application, we will set up a time to meet and discuss more. Be ready to start soon!
To learn more about us, check out our website at einsteinmoving.com. To see how badass we are, check out our reputation online (yelp, angies list, google, etc.).
Keywords: customer service, customer service manager, baller shot caller, admin assistant, administrative specialist, customer service specialist, claims department, full time
Job Type: Full-time
Pay: $45,000.00 – $53,000.00 per year
Job Type: Full-time
Pay: $45,000.00 – $53,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
On-the-job training
Paid time off
Parental leave
Work from home
Shift:
8 hour shift
Day shift
No nights
Application Question(s):
Do you have previous experience with customer service and can you explain a situation in which you successfully resolved a significant customer complaint/issue?
Education:
High school or equivalent (Required)
Location:
Austin, TX (Required)
Work Location: Remote
