Customer Experience Specialist

Who You Are:

We are seeking a talented customer service professional with a passion for providing great experiences to customers. If you are excited to help clients overcome issues and collaborate with a team to achieve a common goal, then we are excited to talk to you. You will work with a team of customer service agents to provide a world-class experience to Storyblocks customers over phone, email and chat, as well as collect and share customer feedback data to other teams in order to influence future product changes. You will help us achieve our vision of being a category-leader for the creative-class in brand and product.

What You Will Do:

• Be the customer-facing voice of Storyblocks to both current and prospective customers over phone, email and chat platforms
• Assist our customers with billing, technical and general support inquiries in an effective professional and relatable manner
• Investigate, diagnose, troubleshoot, solve, and report out on issues flagged by customers
• Translate customer feedback into shareable data with the team and department at regular meetings
• Actively participate in our team and company culture
  
  

What You Bring to the Table:

Required

• 1-2 years of customer service experience, including direct experience with chat, email, and phone communication channels.
• Experience working with admin-like platforms, including processing refunds, making changes, and using billing platforms.
• A passion for delivering exceptional customer service through active listening, rapport building, and timely communication
• Ability to think critically and problem-solve quickly, as well as be comfortable adapting to new experiences and change
• Ability to consistently deliver high-quality written and interpersonal communication
• Excellent record of organization and time-management in a dynamic environment
• Possess a positive, self-starter attitude that performs well without direct supervision
• Comfortable working in team-driven environment
  
  

Preferred

• Familiarity with creative programs such as Adobe After Effects, Adobe Premiere Pro and Apple Motion is an added bonus, but not a requirement.The more you know, the more our customers benefit!
• Proficiency in computer-based Customer Service support platforms such as Intercom, ZenDesk, FreshDesk, Salesforce Service Cloud or LiveChat
• Possess a drive to collaborate on new projects and initiatives
• Contributions to company initiatives or projects outside of core customer service responsibilities.
  
  

What We Bring to the Table:

• Competitive and fair compensation: We believe in fair pay--equal pay for equal work. For each title, we consistently apply competitive salary bands based on market data and benchmarks which are reviewed twice a year. What you've been paid before, fear of conflict, or willingness to negotiate does not play a part in determining your pay.
• The annual base salary range for this position is $51,000 - $57,000. Placement within the range is determined by a variety of factors, including but not limited to: knowledge, skills, years & depth of experience, and equity with internal team members.
• 401(k) retirement plan: We offer both a Traditional and Roth 401(k) with a company match.
• Company-paid medical: Our medical, dental and vision premiums are covered 100% for you and your dependents.
• Paid parental leave: Welcoming new family members is exciting, but it can also be challenging. We offer twelve weeks paid leave for primary caregivers and four weeks for secondary caregivers.
• Unlimited vacation: At Storyblocks, we believe in the importance of taking time off when you need it. Typically, employees take about three or four weeks each year. Plus, two company-wide week breaks in July and December.
• Flexible work options As a fully remote company, we've got you covered no matter where you are. Remote work stipend? Check. Company and team events? Check.
• Flexible work options: All of our work is virtual. As long as you deliver results, you are welcome to get your work done during unusual times when desired.
• Company-sponsored mentorship and growth: We encourage attending virtual meetups and are happy to host them as well. We also have a leadership coach, on staff, available to all employees to enhance your professional development.
• Employee perks: We help employees maintain work-life balance and honor their contributions to the organization by offering resources such as a financial wellness program, a subscription service that offers unlimited deliveries from thousands of eligible restaurants with $0 delivery, and a recognition and rewards program that celebrates their accomplishments.
  

Who We Are:

Storyblocks is a different kind of content company delivering a fresh approach to meet the creative needs of a new generation of storytellers. Built on the belief that all stories deserve a chance to be told, Storyblocks provides video, audio, images and easy to use creative tools through its unique subscription model. By offering unlimited downloads and continually adding fresh content, Storyblocks challenges the paradigm that your ambitious vision requires deep pockets. We are committed to empowering storytellers by removing creative barriers and democratizing video creation.

Driven by a set of six company core values, our culture is shaped by a love for data, empowered communication, community, telling authentic stories, an embrace of ownership, and everyone emptying the dishwasher (both literally and figuratively).

Headquartered in Arlington, Virginia, Storyblocks has been recognized as one of Washington D.C.'s Top Workplaces by The Washington Post, among the Best Places to Work by the Washington Business Journal, and by the Washingtonian as one of DC's 50 Great Places to Work.

We encourage you to apply even if your experience is not a 100% match with the position. We are looking for someone with relevant skills and experience, not a checklist that exactly matches the job description. We want to help you grow and in return, you help us grow into a stronger, more inclusive organization.

Storyblocks does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.