Customer Care Representative

  • Location: Minneapolis, MN
  • Department: Customer Care
  • Type: Full Time
  • Min. Experience: Entry Level

Job Description

As a Customer Care Representative, you will work directly with our customers to help them navigate When I Work’s suite of software. You are an excellent written and verbal communicator with the ability to understand, empathize, and problem solve via chat, email, and phone. You have a passion for new technology and enjoy finding ways to make a complex situation simple. You are curious, dependable, resourceful, and get joy from going beyond to make customers successful. You are motivated by a strong, innovative, and passionate work culture and are constantly searching for ways to improve, inspire others, and add value.

What You’ll Be Doing

As a Customer Care Representative, you will communicate via email and chat with business owners, managers, and employees who are using When I Work’s software to solve their Scheduling and Time & Attendance needs. With a fun, genuine, and empathetic voice, you’ll be troubleshooting and writing clear and concise instructions to solve questions about our software.

  • Become a product expert.
  • Assist customers to  resolve basic to complex inquiries via email, live chat, and phone call.
  • Troubleshoot and report new or possible product defects.
  • Report customer feedback to Product and Development teams.
  • Participate in training employees across departments.     

Experience and Skills Needed

  • Very comfortable using web and mobile applications.
  • Ability to pick up on new technology quickly.
  • Basic business software knowledge
  • 1 to 2 years of customer support experience helpful.
  • Strong communication and interpersonal skills.
  • Exceptional writing abilities to provide clear and empathetic customer support through email and live chat.
  • Strong verbal communication skills with the ability to clearly articulate technical instructions and troubleshoot via phone support.
  • Demonstrated ability to take initiative and use independent judgement.  
  • Able to efficiently manage multiple projects and tasks at the same time.
  • Displays passion for and responsibility to the customer.
  • Displays leadership through innovation in everything you do.
  • Displays a passion for what you do and a drive to improve.
  • A strong drive to complete tasks.
  • Displays personal and corporate integrity.
  • Bachelor’s degree or equivalent combination of education and experience, not required, but preferred.

What would be awesome to have

  • Email, phone and/or live chat experience dealing with complex issues, troubleshooting and problem resolution, preferably with software.
  • Zendesk, Jira, or Salesforce experience is a plus

What’s In It For You

  • Professional development allowance
  • Paid parental leave
  • Medical benefits - employee premiums paid 100% by WIW
  • Dental benefits
  • Paid vacation and holidays
  • Flexible work environment
  • 401K Match
  • Transit Pass or parking stipend
  • Data/Cell (internet) stipend
  • Casual dress code
  • Dynamic and dedicated team

Sound Like a Good Fit?

We’d love to talk to you! Please submit the following to apply:

  • Resume (including months/years of employment for each position).
  • Cover letter including:
    • an overview of your existing Customer Support experience
    • a convincing reason why you’d like to work at When I Work

*Must already be authorized to work in the United States on a full-time basis for any employer.

Apply for this Position

* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
LinkedInLinkedIn profile URL:
Can you work weekends?*
Can you work evenings?*
How did you hear about this position?
If a When I Work Employee referred you, who was it?
If you chose "other," can you briefly explain how you heard about us?
Will you now or in the future require visa sponsorship for employment at When I Work?*
Describe in detail how to make your favorite sandwich so that anyone could do it just the way you like it.*
If a customer said they were having a hard time logging into your system, what questions would you ask?*
The following questions are entirely optional.
To comply with government Equal Employment Opportunity / Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity

Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 1/31/2020
Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities.i To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Please check one of the boxes below:

YES, I HAVE A DISABILITY (or previously had a disability)
NO, I DON’T HAVE A DISABILITY
I DON’T WISH TO ANSWER

Your Name Today's Date
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.


iSection 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.


PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.