About Us
Smart Church Solutions is dedicated to equipping churches and schools with the tools they need to steward their facilities effectively. Our flagship software, eSPACE, helps organizations manage events, maintenance, and overall facility operations with ease. As we continue to grow, we’re looking for a Customer Stewardship Specialist who is passionate about helping clients. We are a virtual company, so while there is no commute, you’ll need to have a distraction-free place to work remotely and you will need to be available during support hours. As with many small companies, we are fast paced but that doesn’t mean the stress and pressure levels are high. Culture is a very important part of our company and we believe high stress runs counter to that culture.
About the Role
You may have noticed that the title of this role is Customer Stewardship Specialist and not Customer Support Specialist. What’s the difference? In a traditional support role, you are providing help and assistance to the client. While we do plenty of this, we prioritize care and responsibility of our clients over the long term. Stewardship is a more clear definition of this cultural driver. Stewardship is pro-active and encourages, long-term vision, responsibility, and accountability. This is a small team that is growing. It is necessary for all team members to work well together and to cross train into multiple responsibilities.
Key Responsibilities
- Provide tier 1 customer support to eSPACE subscribers using company supplied tools and following company guidelines
- Meet or exceed defined metric goals
- Learn, comprehend and become a subject matter expert in eSPACE Facility Management software
- Excellent listening skills to understand client issues, needs and objectives
- Effective communication skills to explain verbally and in writing to our clients
- Identification, replication and reporting of software issues
- Collaboration with multiple eSPACE teams
- Perform support tasks, as deemed appropriate and assigned
- Provide onboarding training for new clients to ensure successful adoption of eSPACE
- Assist new subscribers with data imports, when necessary
What We’re Looking For
- We’re seeking a high-energy, mission-aligned Customer Stewardship Specialist to provide guidance and support to our client base.
- As a member of the Customer Stewardship Team (CST) you will collaborate with teammates to provide best-in-class support to all clients who are mostly in the church and school industries
- A basic understanding of the organizational structures of churches and schools be able to provide guidance and discover how eSPACE can serve as their 24/7 facility management solution
- Technology Knowledge
- Google Products (Gmail, Docs, Sheets)
- Zendesk (optional)
- Monday (optional)
- Slack (optional)
- Basic Qualifications
- Excellent communication skills, verbal and written
- Ability to work remotely with appropriate working environment in designated support hours
- Previous customer support experience preferred
- Aptitude to learn SaaS software applications, previous experience preferred
- Must be attentive and able to perform at a high capacity
Ramp-Up & Performance Expectations
The first 90 days will serve as a introduction period during which you will receive extensive training of the product and processes. Successful performance will lead to continued full time employment and benefits.
Training & Expectations During Ramp-Up:
- Software Training will be delivered in multiple formats: Self-paced via video, virtual side-by-side and hands-on in your own account
- Training of all support software and processes
- Participate in daily morning team stand up meetings
- Weekly staff meetings each Friday to highlight company culture and vision
- Meetings with staff from other internal departments to gain better understanding of team synergy
- At the end of the first 90 days, ability to respond to basic support tickets confidently
- Able to provide an overview of the software to teammates at the conclusion of 90 days
- Regular check-ins with manager during the first 90 days
Compensation & Hours
- Compensation: $50-55k / year
- Health Reimbursement Plan and 401(k) with match
- Generous PTO and holidays
- Faith-based, mission-driven culture
- Full-time Chaplain
- Opportunity for growth