Customer Resolution Specialist at Field Nation | Powderkeg

Location: Minnesota

Employment Type: Full-time

Team: Customer Resolution

**Why is this role important to Field Nation? **

The Customer Resolution Specialist is a member of our Tier 2 Support Team who serves as a point of escalation when conflict arises within our marketplace. We are seeking a passionate support professional who can efficiently and effectively resolve these issues to maintain harmony in our marketplace. This position offers the chance to work in a fast-paced, high-growth environment where new ideas are encouraged and collaboration is a must. This position is located in Minneapolis, MN (operating in a hybrid model) and reports to the VP of Customer Support and Resolution.

What you'll do:

  • Serve as point of escalation for our Tier 1 support team
  • Mediate critical disputes cases between Field Nation’s usersHandle any user escalations that may come directly to/from executive team
  • Assist with the suspension/deactivation of user accounts as needed
  • Mentor and train less-experienced team members
  • Align with sales/account management/customer success/marketplace talent to ensure consistent feedback and best practices are shared with all our users
  • Ensure current internal process documentation is accurate/up to date
  • Communicate cross-functionally to investigate issues and determine aligned solution(s)

What you'll need:

  • At least 3+ yrs experience in a customer support/sales/related field “servicing” customers
  • Positively represent Field Nation in difficult situations while remaining a neutral third-party mediator
  • Thrive in settings with some standardized process but also trusted to make judgment calls in “gray” areas
  • Ability to stay calm and deliver fair/accurate solutions during high stress situations
  • Previous experience working with Support CRM tools like Salesforce (Servicecloud), Zendesk, etc
  • Previous experience in a role where arbitration/mediation, conflict resolution and/or negotiation was an “consistent” occurrence
  • While gathering the separate perspectives from both involved parties - able to lay out convincing perspective(s) to help them come to a common ground
  • Strong problem solving capabilities and a passion for making a positive, lasting impression while minimizing risk to FN and its users
  • Capability to display genuine empathy when we are unable to completely solve someone’s issue
  • Ability to not let these potentially “intense” day-to-day mediations impact your own overall happiness and ability to do your job effectively
  • Strong inter-departmental collaboration skills
  • Driven self-starter that takes pride in exceeding expectations
  • Sales background a huge plus
  • Experience at a “marketplace” company or one where you regularly service 2 customers would also be a bonus

Why Field Nation

At Field Nation, we are breaking the barriers to work and enabling the gig economy. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We've been named a Top Workplace by the Star Tribune each year since 2017and we were named a Best Place to Work by the Minneapolis/St Paul Business Journal in 2021. We look to hire extraordinary people and provide them extraordinary benefits.

A snapshot of our perks and benefits for full-time employees:

- Unlimited/Flexible paid time off

- Annual vacation bonus – yes, we’ll pay you a bonus to take paid time off!

- Individualized growth and development plans to help you develop a deeper skillset and wider responsibility in your career

- Exposure to and experience with cutting edge technologies to solve meaningful problems in an entrepreneurial, scaling startup environment

- Company paid short-term and long-term disability and life insurance

- Medical, dental, and vision benefits with HSA option (to include a competitive employer contribution)

- Paid parental leave pay available

- Great work/life balance with a flexible, come-as-you-are environment

- Competitive 401k employer match and vesting schedule

- Free gym membership in our building’s new facility

- Open office space with tons of natural light in beautiful downtown Minneapolis, connected to the Minneapolis skyway system, close to public transportation hubs, and many popular food options

We require candidates to complete a criminal background check at the offer stage of our interview process.

Job Summary
  • Job Title
    Customer Resolution Specialist
  • Company
    Field Nation
  • Location
    Minneapolis, MN
  • Employment Type
    Full time
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