Client Support Representative

Client Support Representative

at CampMinder

Boulder, CO or Remote within the United States

Compensation: The starting salary for this role is $45,000 plus eligibility to participate in our Annual Bonus Program. This position is salary, non-exempt (eligible for overtime pay).

CampMinder’s Flexible Working Location: Our employees have the option to work 100% remotely or their choice of days at home and at our office in Boulder, Colorado. We host a variety of all-company hybrid meetings and social events. We require anybody working remotely to have a very reliable, high-speed internet connection.

Why you should join our incredible Client Support team at CampMinder:

• We provide software support for summer camps staff and parents.
• It’s rewarding to know we are enabling meaningful outdoor experiences for thousands of campers.
• Our work is fast paced and you are always learning something new.
• With an incredibly supportive team, you’ll know who to ask or where to look when you’re stuck.
• Your colleagues are smart, collaborative, caring, and fun.
• We’ve been nationally recognized for our values-led culture and employee experience.

At CampMinder, we build web and mobile products that help summer camps streamline their business operations. CampMinder’s #1 priority is employee engagement and our mission is to foster a world where work is fulfilling and life is fun – for our employees, camps, and families we serve. Since 2001, CampMinder has been an industry leader with over 900 camps and 500k+ campers throughout the United States and beyond.

The Role

As a Client Support Representative at CampMinder, you’ll help our incredible camp directors, staff, and parents navigate our platform and answer questions whether they call in or submit help tickets. Your mission is to provide world-class support with empathy, humility, and heart. Every day, you’ll learn something new about our platform, clients, and the camp community. You’ll advise and empower clients by providing conscientious, comprehensive, and knowledgeable support. You’ll learn how we approach challenging situations with kindness and ownership at each step of the process through resolution. Your work will enable camps to optimize their business processes in order to spend time creating a positive impact for kids.

In this role you will:

• Deepen and broaden your understanding of the CampMinder platform. We’ve developed a comprehensive, 3-week training to ignite your career here
• Refine your phone and email communications so they are efficient, empathetic, comprehensive, tactful and clear
• Have an eye out for any product or procedural improvements; you take ownership to move that forward or implement with your team
• Apply your meticulous attention to detail to help you keep updated and accurate records of relevant information in our customer relationship management (CRM)

We believe a successful candidate…

• Has thrived in a role where they directly supported clients for the majority of the day
• Understands when it’s time to dig-in and double down based on increased volume and business needs; they work with urgency and drive to rise to the challenge
• Seeks out opportunities to help others
• Is of the go-to friend for technology help because they quickly learn new software/technology and teach it to others
• Is able to rapidly think through and solve complex problems
• Is able to teach and explain processes clearly and efficiently on the phone and in writing
• Remains calm in emotionally charged conversations; is able to imagine themselves in somebody else’s shoes and meet them where they are
• Proactively looks for more ways to add value, contribute, and keep learning

A typical day as a CSR (working remotely) at CampMinder:

• Before your daily group stand-up meeting, you get a jump on some tickets (support requests from clients) that are in the queue. You quickly prioritize the most urgent and dive in. Using your masterful CRM (Salesforce and CampMinder) skills, you zip through them and respond to each client with eloquent and clear instructions that solves their problem and educates them for future cases.
• During the team stand up, you’ll align on priorities for the day, give and get updates on client cases and interactions, and engage with your fellow CSRs.
• Back on phones, it’s a breeze for you to walk clients through a solution to their question and you also find a few other features to teach them along the way. You both sign off the call feeling great and you proceed to document relevant notes in our CRM.
• Calls and tickets continue for the morning. You occasionally check in to our company Slack to read any new release updates and notes from the team. There are often a few hilarious posts or dog photos your colleagues have shared too.
• This afternoon you have a 1:1 with your manager where you discuss your personal and professional development, upcoming time off, advice on a challenging case you experienced.
• After a mix of short, long, simple, and challenging calls and tickets in the afternoon, you sign off feeling confident in your abilities to help our amazing camp clients power through our platform.
• Schedule:
  • Staggered shifts to cover 7 am – 6 pm MT weekdays
  • Weekend shifts are either Saturday or Sunday from 7:00 am – 5:00 pm, working alongside several other full-time Client Support Representatives. When you’re scheduled to work a day on the weekend, you will have a day off during the following week.
  • You would work 6-7 weekend day shifts over the summer. Shifts can typically be swapped between the seasonal team to accommodate prior commitments.
  • Summer On Duty’ coverage – CSRs are scheduled for OD for ~2 – 3 weeks between Memorial Day – Mid-August. This means they are within cellphone range, can hear/answer their phone when it rings, be within 20 minutes of a reliable internet connection, and be in a mental state to work with clients between 6 pm MT – 6:59 am MT. Eligible for overtime pay if a call is received.
  • Mid-August through May: ~40 hours/week, M-F, our team takes staggered shifts to cover 7am – 5pm MT when our phones are open (your timezone and preferences are taken into account for when you’d be scheduled).
  • June through mid-August: 40 hours/week

A few of the benefits we are proud to offer:

• Wide selection of medical, dental, and vision coverage options (the company’s contribution covers 100% of at least one option for each), with $500 HSA match for HSA-compatible plans
• Ability to choose where you work – remotely, in the office, or a mix!
• A variety of resources to support mental health and emotional well-being
• 12 weeks of fully-paid parental leave for all eligible new parents, including via adoption, surrogacy, and foster care
• 401(k) with 4% company matching
• Trust-Based (flexible) PTO (and yes, we use it!)
• $600/year wellness allowance
• More details on our benefits offered on this page: https://campminder.com/join-the-team/

We encourage individuals of all backgrounds to apply:

We’re actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all, including people of color, people from working-class backgrounds, women, and members of the LGBTQ+ community. We welcome and encourage applications from people with these identities or members of other historically marginalized groups.

Research shows that women and people of color tend not to apply to jobs unless they believe they are 100% qualified and apply to fewer senior-level positions. With that in mind, we encourage you to apply if you’re not sure whether you meet our qualifications. We’d love to have the opportunity to consider you!

We encourage applications from parents, parents-to-be, and those responsible for the caretaking of others. We offer paid parental leave for birthing and non-birthing parents (including for adoption, surrogacy, and foster care placement) and paid loss leave to recover from miscarriage or stillbirth. The company’s HSA and wellness allowance contributions may be used toward childcare, eldercare, adoption fees, and fertility treatments like IVF, among other expenses.