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Frontline Patron Support Specialist - Petaluma

Basic Job Function

Here at Vendini, we’re focused on building a world ­class Customer Success team. In this role you will be responsible for supporting the end consumer, known as patrons. You will actively engage and manage the day-to-day support and operations of both our App users as well as our Members’ patrons.

A successful candidate will:

  • Provide front line chat, email and/or phone support for consumers
  • Handle credit card related cases, including chargebacks and retrievals
  • Identify, document and follow up with Product Support Specialists on product bugs and enhancements
  • Be able to juggle multiple tasks
  • Bring intelligent product feedback
  • Regularly analyze and present common customer feedback on the end-to-end product experience to the rest of the organization
  • Partner with Customer Marketing to ensure consumers are aware of any app updates
  • Provide ongoing recommendations for further optimization back to the Product Support Specialist
  • Be willing to work either 6a-3p or 9a-6p, five days/week, with rotating weekend On Call coverage

You have:

  • A true passion for consumers and their product experience
  • A degree from a four ­year university or equivalent experience
  • 1-5 years of experience in Customer Service or Support
  • Be a self-starter with excellent time ­management and prioritization skills
  • An ability to multi-task
  • Solid project­ management skills
  • Creative problem ­solving abilities and a passion for innovation
  • A love for working in a fast ­paced, ever­ changing environment
  • Experience using a ticketing system, such as Desk.com

Compensation

Competitive hourly wage ($18 - $20/hr) plus great benefits (including health, dental, vision, 401K, FREE TICKETS, plus an energetic office work environment with a great vibe)

*Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.

Diversity Statement 

Diversity is a core value at Vendini. Diverse opinions, ideas, and experience push us, challenge us, and all our whole team to work better and smarter. We know that the more diverse our workforce is, the better we support our customers and the diverse interests they represent.   We aim to provide an inclusive, empowering, and supportive work environment for individuals from all backgrounds and walks of life throughout our business from our employees to our members to their patrons.

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