Customer Support - Holiday Season

Wednesday November 14, 2012

Lexington Center
6 Wallis Court On T Bus Route
Lexington, MA 02421


Position open immediately

 Company Description: 

Daily Grommet is an innovative, social media-charged company looking for fresh talent to join our fast-paced direct-to-consumer business based in Lexington, MA.

Every day at noon we launch an undiscovered product and broadcast its story across the web. Our community has proven to be a great predictor of which products succeed; many early Grommets have gone on to become household names.  Our work levels the playing field for companies of all sizes, helping the best products win.  We build trust between creators and consumers by telling the true story of products; we give people a platform to make purchases that reflect their values and interests.

Our team is composed of creative and driven individuals with unique vision who are building a disruptive product launch platform with no direct competitors.  We have blue chip investors, including Rakuten, and are in high-growth mode, growing from 19 to 29 team members in the first two weeks of September.

We’re seeking high-energy players who are eager to contribute to the growth of our company.

 

To Apply:

Please submit your resume AND A COVER LETTER to Careers@DailyGrommet.com putting the words Customer Support in the subject line Please provide a brief cover letter addressing these things.

  • Why:  Why would like to be a part of the Daily Grommet team?
  • Computer Experience:  Please DETAIL your level of computer experience by listing software applications that you are VERY familiar with and VERY comfortable with.  We are particularly interested in Web browsers (Chrome, Firefox, Safari, and IE), Excel, Word, Google Docs Spreadsheets, and Google Doc word processing.
  • Ideal Schedule:  What is the schedule – hours and days – that would be ideal for you.
  • Maximum Availability:  What would be the MAXIMUM availability – hours and days – that you could work.

 

Details:

Prior Customer Support Team Experience Preferred:  Ideally you have done customer service before utilizing some sort of customer support computer system, such as Zendesk.
  • On Line and Telephone Customer Support:  You will handle incoming inquiries from our customers.  Usually they are checking on the status of an order, but there are other reasons they may reach out to us.  You will sometimes need to look into a number of custom computer systems to figure out the situation.
  • Hours per Week: You will be paid for the time you work.  You need to be able to commit to work at least 20 -- and as much as 30 -- hours per week, spread across seven days as follows:
    • Monday through Friday, 1-2 hours per day during the day.
    • Monday through Friday, 2-3 hours per day in the late afternoon and early evening (3 PM to 8 PM)
    • Saturday and Sunday, 2-5 hours each day.
    • The Monday through Friday daytime hours should be at our offices in Lexington center.  The evening and weekend hours can possibly be from your home or from our office.
  • Time Frame: November, December, and January.
  • Work Environment:  We are a hot, growing, 30-person ecommerce company.  Rare on the east coast.  Our offices are in two Victorian era houses just off Mass Ave in the heart of Lexington center, 25 yards from the bus stop.
  • Comfort With Fast Paced Environment:  You must be comfortable with a very fast paced environment.
  • Comfort With Technology: Much of the job is centered on being on a computer, so you must feel very comfortable with technology.  This, unfortunately, goes VERY FAR BEYOND knowing Word Processing and surfing the web!  Our systems are extremely sophisticated.  You MUST be able to demonstrate past working experience with complex computer systems of some sort.  If your experience was in the distant past, then you must be able to prove an ability to adapt quickly to new, complex systems.  And you also must be very capable with today’s less sophisticated systems, such as Excel, Gmail, Google Docs, etc.  You will basically be a ‘detective,’ capable of checking multiple computer systems to get the answer to customer questions.
  • Personal Computer and a Cell Phone:  You need to have your own personal computer.  It must be no more than 2 years old.  You will NOT be required to load any software onto your computer, as all our systems can be accessed over the Internet.  You must have a cell phone for calls and for texting. There is no need to use the phone for accessing the Internet.
  • Communication Skills: You must have strong English writing & communication skills.  You must feel very comfortable on the telephone, as a good percentage of the work will be done on the phone.
  • Detail Oriented:  If you are familiar with the Myers Briggs personality type, you are a very strong “J.” You need to be VERY detail oriented.
  • Fun and Fast Paced:  Our team is composed of creative and driven individuals with unique vision who are building a disruptive product launch platform with no direct competitors.  We have blue chip investors, including Rakuten, and are in high-growth mode, growing from 19 to 29 team members in the first two weeks of September.  We have a great team of people who enjoy working here and who are dedicated to making Daily Grommet a success.  Each team member cares very much about our customers, our Grommet Partners, the company, and each other.  And they work very hard.
  • Hourly Compensation:   $10.00 to $12.50 per hour depending on experience.
  • Deep Discounts: We offer deep discounts on the over 500 Grommets that are in our catalogue.  Perfect for gift giving this holiday.