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Customer Service Champion (m/f)
Mueller Austria is one of the leaders in eCommerce world.
We're a team of 20+ people living and working remotely in different countries. We're working hard to build a diverse and collaborative team that can solve hard problems and build products we can be proud of.
Our brands are trusted by millions of people across the US, UK, Germany, France, and Italy. Over the course of 7 years, we’ve challenged convention, led innovation, and helped shape culture.
We believe in finding small but meaningful ways to improve lives.
We believe that with the right tools, you can have big impact with less hassle.
We provide branded products of superior quality and value that improve the lives of the world’s consumers.
Our Values reflect the behaviors that shape the tone of how we work with each other and with our partners. And Our Principles articulate our unique approach to conducting work every day.
Our Values are:
Integrity- We always try to do the right thing by being honest and straightforward with each other and our partners.
Ownership- We accept personal accountability to meet our business needs, improve our systems and help others improve their effectiveness.
Leadership- We lead with responsibility. We have a clear vision of where we are going and we are focused on achieving leadership objectives.
Trust- We respect each other and have confidence in each other’s capabilities and intentions.
We value differences and believe that all individuals can and want to contribute to their fullest potential.
We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.
We believe in a safe, welcoming, and inclusive environment.
We only do work and only ask for work that adds value to the business. We simplify, standardize and streamline our current work whenever possible.
We believe it is the responsibility of all individuals to continually develop themselves and others.
We encourage and expect outstanding technical mastery and executional excellence.
We learn from both our successes and our failures.
We create and deliver products, packaging, and concepts that build winning brand equities.
We develop close, mutually productive relationships with our customers and our suppliers.
We build superior relationships with all the parties who contribute to fulfilling our purpose, including our customers, suppliers, and employees.
The Whole Package
Location: Planet Earth.
If you want to work remote, that's great. Our team of 20+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in, the Philippines, Serbia, Israel and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.
Competitive salary (we don't use remote as an excuse to pay less).
Retirement plan after 3 months being with company.
8 weeks paid leave for new parents of biological or adopted children.
2 weeks paid vacation after 6 months with us.
4 PTOs (Private Time Off) per year.
Six US Federal holidays off: New Year’s Day (January 1st), Memorial Day (floating Monday. Between May 25-31); Independence Day (July 4); Labor Day (floating Monday between September 1-7); Thanksgiving Day (floating Thursday between November 22-28); Christmas Day (December 25th).
** EXCELLENT WRITTEN AND VERBAL ENGLISH SKILLS ARE A MUST **
You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.
You obsess over the details. Maybe you have one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark make the customer delighted to work with you.
You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific needs, and also solving their problems that may have gone unsaid.
You love to write. Almost everything at Mueller is done via written communication (both with customers and between teammates).
You're persistent. Support at Mueller is much different than at many other companies. It often involves researching technical nuances of the products or programs we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.
You love doing things efficiently. At Mueller, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.
You love to set your own course. At Mueller, we have team meetings every month and then we go make things happen. You get to make things happen without someone saying so.
We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Mueller customers.
Things You Might Do
Mueller is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:
Help customers via email or chat or phone to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
Write documentation to help users help themselves.
Work with the product team to build tools that will speed up and increase the quality of support at the same time.
How To Apply
We have a non-standard application process. To jump-start the process, we ask a few questions we normally would ask at the start of an interview (please note that all applications received without answering those questions WILL NOT BE CONSIDERED for further interviews). This helps speed up the process and lets us get to know you a bit better right out of the gate.
After you apply, you are going to hear back from us, even if we don't seem like a good fit.
Please answer the following questions when submitting your application. And remember there are no right or wrong answers.
1. What is the most stressful situation you have handled and what was the outcome?
2. What would be the three skills you need/want to improve the most?