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Customer Service Representative

Form Athletica
4.3 out of 5
1090 Homer Street, Vancouver, BC
$45,000–$50,000 a year - Full-time

Location

1090 Homer Street, Vancouver, BC

Benefits
Pulled from the full job description

  • Casual dress
  • Company events
  • Dental care
  • Disability insurance
  • Discounted or free food
  • Employee assistance program
  • Extended health care

Full job description

FORM (www.formswim.com) is a sports technology company with a simple mission: to break down the barriers between what swimming is and what it could be. We’re looking for a Customer Service Representative to join our rapidly growing team.

At FORM, you’ll help us write the rulebook on augmented reality in a new market. You’ll have the freedom to shape your role, how you own it, and how you grow with us. You’ll get to wear many hats, to coach, and to learn. And you’ll be part of an amazing and diverse group of people who love to work and play together.

A Little Bit About Us

Founded in 2016 in Vancouver, Canada, FORM is the sports technology company behind the FORM Smart Swim Goggles and membership. The membership unlocks guided workouts, an ever-growing workout library, pre-workout tutorials, and much more. Now, swimmers can see real-time workout instructions, performance metrics, and progress updates in their goggles while they swim.

Since launching in 2019, our goggles have been awarded the RedDot Product Design Award “Smart Device”, iF Product Design Award, German Innovation Award, and an ISPO Brand New Award. Press, pro-athletes, and influencers love what we're doing and are proud to use our goggles. We have a great team of people who are fun to work with and serious about what they do; leveraging decades of combined expertise in consumer products, from sports eyewear design to activity-tracking algorithms.

To learn more, visit formswim.com.

Position Overview

The Customer Service Representative will be the first point of contact for our customers and engage with them on email, social media, and chat to provide exceptional customer support. Reporting to the Customer Service Team Lead, the role is a crucial part in the overall customer experience that FORM offers and will be a strong representation of FORM’s mission, values, and voice.

Primary Responsibilities

  • Establish and maintain customer loyalty by providing “above and beyond” customer support in all interactions with customers.
  • Tackle an array of problems, questions, or comments from our customers and tailor solutions accordingly, including processing product returns and troubleshooting technical problems.
  • Promptly respond and communicate thoughtfully with our customers through different channels such as email, chat, social media.
  • Take ownership of customer issues and manage problems through to resolution.
  • Diagnose, troubleshoot and identify solutions to resolve customer issues using available tools and exercising good judgment in decision-making.
  • Follow standard procedures for proper escalation of issues to the appropriate internal teams, and collaborate with product and engineering teams to come up with a solution.
  • Master our internal customer support system, including proper recording and closure of all issues.
  • Assist the Customer Service Team Lead, and Manager with data analysis and reporting, as required.
  • Help improve customer satisfaction and internal key performance indicators for the customer support function by helping collect data and coming up with new ideas to improve the quality of service.
  • Develop deep knowledge of FORM’s products and anticipate customer questions in order to create and maintain customer-facing support articles as well as documentation for internal teams, when required.

Work schedule: Full-time, Monday to Friday 7AM-3PM.

Required Skills and Qualifications

  • Highly detail- and solution-oriented, with a knack for troubleshooting.
  • 1+ years of experience in a customer supported-related role.
  • Professional, approachable, and informative written and verbal communication skills.
  • Strong interpersonal skills and high emotional intelligence.
  • Able to communicate with (and relate to) athletically minded people, including swimmers and triathletes.
  • Comfortable working across multiple communication channels including social media, chat, phone, and email.
  • Able to multitask, and manage time effectively.
  • Organized and able to prioritize and differentiate important tasks from urgent ones.
  • Find creative problem-solving fulfilling and challenging.
  • Technically savvy, experience with customer support systems, such as Zendesk or FreshDesk, and practices.
  • Able to thrive in a dynamic, fast-paced, collaborative, and sometimes high-pressure environment.
  • Self-motivated, eager to learn, and able to work well with minimal direct supervision.

Additional Skills

  • Multilingual speaker fluent in any of the following languages an asset, but not required (such as: French, Spanish, German, Italian, or Japanese.)
  • Flexible and adaptable to rapidly changing business conditions and priorities.
  • Experience in a fast-paced, energetic startup environment.

We thank you for your interest in FORM and to everyone who took the time to apply for this position, however, only qualified applicants will be contacted.

FORM is committed to cultivating and preserving a culture of diversity and inclusion. We recognize that we are better able to achieve our goals and live our core values of being daring, focused and human, when we have a diverse team of employees. We are an equal opportunity employer and do not discriminate against any employee or applicant for employment. We welcome the unique contributions that you can bring in terms of your education, opinions, race, colour, place of origin, religion, family status, marital status, physical or mental disability, sex, age, sexual orientation, or political beliefs.

Job Type: Full-time

Pay: $45,000.00-$50,000.00 per year

Benefits:

  • Casual dress
  • Company events
  • Dental care
  • Disability insurance
  • Discounted or free food
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Paid time off
  • Store discount
  • Tuition reimbursement
  • Vision care

Flexible Language Requirement:

  • French not required

Schedule:

  • Monday to Friday
  • Morning shift

Ability to commute/relocate:

  • Vancouver, BC V6B 2W9: reliably commute or plan to relocate before starting work (preferred)

Experience:

  • Customer service: 1 year (preferred)

Location:

  • Vancouver, BC V6B 2W9 (preferred)

Work Location: In person