Customer Service Representative

ClickBank is seeking a Customer Service Representative to join our team!

What is ClickBank? Hint: we are not a bank!

ClickBank is a top global e-commerce platform and affiliate marketplace powering many of the world's leading digital and physical products. ClickBank lowers the barrier to entry for entrepreneurs looking to start an online business and drives sales for online brands looking to establish an affiliate marketing program. The ClickBank platform enables growth through its proprietary affiliate marketplace, as well as powerful back-office tools such as integrated payments, analytics, and risk management. Over 20+ years, ClickBank has built a reputation for reliability and scale. To date, ClickBank has distributed $5 billion in commission payouts in more than 200 countries - without ever missing a payment.

What's in it for you?

Here at ClickBank, we're empowered to grow both personally and professionally. From personal development opportunities, to a variety of epic team building adventures, as teammates and individuals, we're only getting stronger If you're looking for a new opportunity to develop (and maybe show off) your skills, we're looking forward to hearing from you! #ClickBankLife

The Job

Responsible for providing effective customer service for ClickBank customers by utilizing excellent, in-depth knowledge of company procedures and programs. Responsible for answering incoming customer service tickets, calls, and emails, assisting the customer with getting technical support, or by processing refund and cancellation requests, and creating appropriate email responses to customers.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

Some tasks required of a Customer Service Representative are repetitive in nature and require little creativity. They require concentration, patience, and attention to detail.

• Answer incoming customer service tickets, calls, and emails and process their technical support, refund and/or cancellation requests.
• Identify, research, and resolve customer issues using the computer system.
• Field and transfer calls to appropriate ClickBank employees.
• Process refunds, cancellations, and technical support requests according to established policies and procedures.
• Create appropriate email responses to customers, affiliates, and vendors according to established policies and procedures.
• Mediate problems between customers and vendors via tickets, email, phone, and online chat.
• Recognize and provide timely feedback to the team lead regarding trends in customer calls and concerns.
• Recommend process improvements.
• Provide assistance/mentoring to other Customer Service Representatives as needed.
• Contribute to team effort by accomplishing related results and meeting or exceeding expectations and metrics.
• Special projects assigned as needed by supervisor or lead.

Requirements

• High school degree or equivalent required.
• Preference will be given to applicants who are bilingual
• Proficient in basic computer operation skills (typing, using a mouse, cut and paste functions, etc.).
• Familiarity with the Windows environment and working knowledge of email programs and internet browsers.
• Ability to learn new software programs easily (such as ClickBank's in-house software).
• Experience answering incoming customer service calls.
• Experience answering customer service inquiries through ticket systems and/or online chat preferred.
• Ability to remain professional and courteous when dealing with difficult customers.
• Able to address customer issues and ensure effective problem resolution.
• Excellent oral and written communication skills.
• Excellent interpersonal and conflict resolution skills.
• Ability to problem solve.
• Able to remain flexible through constant changes.
• Strong team player and self-motivated.
• Excellent time management and multi-tasking skills, including the ability to organize and manage multiple priorities.
• Ability to read and interpret documents, such as procedure manuals or work instructions.
• Ability to use common sense and understanding to carry out instructions furnished in written or oral form.

Benefits

• 98% paid health benefits for medical, dental, and vision
• Company HSA contributions
• Total compensation = competitive base + bonus
• 401k + company match and contribution 100% vested
• Low employee turn-over
• Paid Time Off - very competitive, and it's ok if you use it!
• Flex Days - additional 7 days!
• 9 Paid Holidaysincluding your birthday (because that should be a holiday)
• Employee and company charitable contributions
• Frequent company events (bowling, parties, team-buildings, happy-hours)
• and more!

At ClickBank, we have a laid-back, yet high performing culture. Our team is everything to us! We believe in treating our employees well, having fun together, and cultivating an exciting collaborative environment! #WorkHardPlayHard