Lead Customer Support Specialist

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the number 1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

A little about the role…

The Customer Support Representatives provide support and step-by-step solutions for end-user (customer) software-related questions. Support is provided by clearly communicating solutions in a user-friendly and professional manner. The person in this position must be engaging, service-oriented, and technically minded. Customer Support Specialists commit to excellence and provide the best customer experience.

The Customer Support Representative, Team Lead is highly proficient on all platforms and has demonstrated consistent success on all CSR initiatives. This person will be the first point-of-contact and positive example for team members. This person must be actively engaged in all support processes and provides constructive feedback to team members and on organizational processes. Additionally, this person exceeds KPI’s and becomes a mentor to other team members. This person demonstrates positive leadership abilities and will be responsible for training new CSR members. Moving to the Customer Support Representative, Team Lead position will be based on these criteria and at the discretion of your manager or Director.

What You Will Do…

• Manage the daily workload of small team of Customer Support Representatives
• Manage attendance and promptly escalate any concerns to team manager
• Provide coverage during team member breaks, absence, and/or during peak volume
• Coach and help develop staff
• Take lead on, or assign complex/escalated customer service issues to appropriate staff
• Coordinate team members between special projects and call volume to ensure appropriate coverage
• Deliver excellent customer service and support to end-users via remote connection over the telephone, online chat, and email for up to 80% of the workday, while using and operating automated call distribution phone software and Salesforce Service Cloud
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services
• Interact with customers and utilize available resources to identify customer needs and find resolutions
• Follow standard processes and procedures with the ability to improvise solutions as needed
• Redirect, identify, or escalate customer cases to appropriate resources per Company guidelines
• Offer alternative solutions where appropriate with the objective of retaining customer’s business
• Follow up and make scheduled call backs to customers where necessary
• Stay current with software changes/updates and participate in training as required
• Punctual, regular, and consistent attendance

Requirements

Our Ideal Candidate Will Have…

• Demonstrated success on all CSR qualifications
• Timely, punctual attendance
• Highly proficient on all major platforms
• Case documentation must exceed outlined standards and proactively solves for follow-up questions
• Assists with development of resources, knowledge base, and Quality Assurance processes
• Exceeds daily, weekly, and monthly KPIs
• Consistently follows Support SLAs
• Demonstrates elevated ownership over customer experience
• Mentors other CSR Representatives and shares best practices when prompted
• Provides constructive feedback to team members and team leaders on any changes or improvements
• Actively engages with team, groups, and others across all departments
• Ability to answer customer inquiries independently while utilizing internal resources
• Ability to respond to customer requests via phone, email, or chat by the time you are clocked in
• Intermediate knowledge of the Windows 10 operating system and networking
• Proficiency with Microsoft Office applications
• Professional phone etiquette
• Excellent communication skills, both verbal and written (typing/email)
• Ability to communicate technical information to non-technical audience
• Knowledge of customer service principles and practices
• Active listening skills
• Multi-tasking capabilities
• Experience with Accounting principles is preferred
• Previous experience with software support, networking and troubleshooting hardware is also preferred
• Understand the scope of support to be provided to the customer and ability to recognize when an issue needs to be escalated
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
• Make customer’s needs a primary focus of one’s actions, developing and sustaining productive customer relationships
• 1+ years of customer service experience
• 1+ years leadership experience

Benefits

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career paths

Salary

$25-30/hour DOE

Location

This position is based in our Denver office. We are currently in a flexible hybrid in-office/remote working model based on local COVID-19 health regulations and business needs. Candidates must be willing and able to work from our Denver office a few days a week.