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Customer Success Representative

2 months ago

Mesa, United States Gains In Bulk Full time

CUSTOMER SUCCESS REPRESENTATIVE

POSITION SUMMARY

The Customer Success Representative position establishes, develops, and maintains a positive customer experience for all Gains In Bulk customers. An ideal candidate for this role will handle inbound customer inquiries primarily via phone, email, and messaging promptly to increase customer satisfaction and retention.

LOCATION

This position will be on-site at our headquarters in Mesa, Arizona.

EMPLOYMENT TYPE

This full-time position is 8:00 AM to 5:00 PM Monday through Friday.

ABOUT GAINS IN BULK

Gains In Bulk helps individuals WIN in the gym so they can WIN more in life

Gains In Bulk is home to the world’s first Instantized Creatine and our entire lineup of premium, third-party-tested, whole-food supplements. We are a fully direct-to-consumer brand bringing premium products directly from our manufacturing facilities to our customers.

Gains In Bulk was a 2023 Inc 5000 honoree and is among the fastest-growing consumer brands in the United States. The company was co-founded in 2016 by Braven Grant and is headquartered in Mesa, Arizona.

OBJECTIVES

  • Supporting customer inquiries promptly to increase customer satisfaction, and retention, and help our customers achieve their goals through the regular use of our products and services
  • Support our monthly subscribers by helping manage their subscription preferences to achieve their goals while reducing our monthly subscription churn rate
  • Address and alleviate customer concerns related to shipping, subscriptions, and damaged or lost product
  • Collaborate regularly with our Fulfillment and Marketing teams to support customers, escalate issues, and share feedback as needed
  • Proactively seek ways to improve our customer experience, developing creative solutions in a fast-paced environment
  • Advocate for customer needs and communicate customer feedback to internal teams for product or process improvement opportunities
  • Gain a deep understanding of our products and how they benefit our customers, and gain the proficiency and confidence to provide recommendations based on customer preferences and goals

COMPETENCIES

  • Excellent communication skills (written and verbal) to effectively communicate with customers via phone, email, messaging, or virtual meetings
  • General computer skills and the ability to learn new software programs quickly (Google Workspace, Shopify, Gorgias, Shipstation, etc)
  • A positive attitude, high emotional intelligence, and empathy skills
  • Ability to maintain conversations with customers in a diplomatic and goal-focused manner
  • Deep commitment to understanding and meeting the needs of customers
  • Detail-oriented, maintaining high levels of organization
  • Problem-solving skills and the ability to quickly identify and address problems with creative and effective solutions

EDUCATION AND EXPERIENCE

  • Bachelor’s degree, High school diploma, GED Certificate, or prior experience working in customer service, sales, or communications-related fields
  • Preferred candidates will have prior experience in customer service, account management, or sales development
  • Proficiency in a customer relationship management (CRM) software is a plus
  • Experience in sports nutrition, dietary supplements, and fitness coaching is not required but a plus

PHYSICAL REQUIREMENTS

  • Prolonged periods of sitting at a desk and working on the computer

CAUGHT YOUR ATTENTION?

Thank you for your interest in joining our growing brand If this position caught your interest, for best consideration, please send us your resume Please email logan@gainsinbulk.com with Customer Success Representative Position - [YOUR NAME] in the subject line.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday

Experience:

  • Customer service: 1 year (Required)

Ability to Commute:

  • Mesa, AZ 85212 (Required)

Ability to Relocate:

  • Mesa, AZ 85212: Relocate before starting work (Required)

Work Location: In person