Customer Care Expert

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/ We are looking for a Customer Care Specialist to focus on our SalonBiz Product . SalonBiz is a single solution for unlimited growth for salons and spas, providing the tools salons need to thrive like appointment booking, integrated payments, inventory management, and comprehensive reporting. Its SaaS platform and support provides solutions to empower salon staff and effectively run a business. SalonBiz is an EverCommerce subsidiary operated by PaySimple. Nothing makes you feel better than making someone’s day or solving a customer’s problem. A fast-paced day makes you feel energized rather than drained, and you’re at your best when you’re interacting with people. You love to dig in on a complex issue and come up with a solution. You can think outside of the box to offer suggestions and are a team player willing to go above and beyond for your customers. You work well with your team and other cross-functional teams to make sure your customers have everything they need to be successful. What you’ll be doing: Passionately supporting SalonBiz’s commitment to creating an outstanding experience for each of our customers Troubleshoots technical challenges related to software and setup errors for customers. Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion. Escalates urgent problems requiring more in-depth knowledge of the appropriate internal resources. Software training for customers Providing technical support, application installs specific to SalonBiz and knowledgeable in Oracle SQL developer Expressing empathy for each customer's situation and working to understand and resolve the issue as quickly as possible Reducing cancellations by solving problems and offering solutions to customers experiencing any issues Skills and Experience needed for success in this role: Minimum one year related Salon Industry experience required 3+ years of Technical software experience Must be friendly, professional, and committed to creating long-term relationships with our customers Strong writing and phone skills. Critical thinker and a willingness to problem-solve A team player who performs well independently Ability to multitask, take direction, and execute with precision Must be a confident, adaptable self-starter who thrives in an empowered, fast-paced environment Experience using the SalonBiz software in a salon is a plus. Where: SalonBiz is located in Hammond, LA. This role can be based anywhere in the U.S. The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position. Schedule: Tuesday - Saturday, 8am – 5pm Central Time Zone Benefits and Perks: Flexibility to work where/how you want – in-office, remote, or hybrid Continued investment in your professional development through Udemy Robust health and wellness benefits, including an annual wellness stipend 401k with up to a 4% match and immediate vesting Flexible and generous (FTO) time-off Employee Stock Purchase Program Student Loan Repayment Program Compensation: The target base compensation for this position is $35k to $40k USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!