Customer Service Representative

ABOUT LOCALCOIN

At Localcoin, we aim to empower our customers to join the crypto economy by helping them buy, sell, and convert digital currencies. In addition to running North America’s largest Bitcoin ATM network, we offer an expanding product line that makes digital currencies far more accessible for crypto-enthusiasts in their communities.

We believe that the cryptocurrency space is one that rewards passion, creativity, innovation and those willing to challenge the status quo. As a member of our rapidly-growing team, you’ll join a talented, dynamic group of team members who will encourage you to learn, grow and thrive in your career every step of the way. So if you’re a self-starter looking to hone your skills in a startup environment that fosters innovation, transparency and team connectivity, we look forward to hearing from you!

THE ROLE

The Customer Service team at Localcoin strives to provide our customers with a high-quality experience across all of our products. To continue to achieve our goals, we are looking for a Customer Service Representative to join our growing team.

As a full-time Customer Service Representative, you will be responsible for handling inbound calls, live online chat and email communications with new and existing customers. You will be passionate about our vision and while providing world-class customer experience.

Reporting directly to our Customer Service Team Lead, you will work collaboratively with the Customer Service team and as a liaison between multiple departments including marketing, sales and operation to ensure the Localcoin customer voice is heard.

YOUR IMPACT

• Provide high-quality customer support while adhering to internal guidelines and processes
• Guide and process customer inquiries in a fast-paced and vigorous environment
• Communicate with customers via phone, email, and online chat
• Be the main point of contact for standard and escalated inquiries for our English and French speaking customer base
• Provide knowledgeable answers to questions about Localcoin products
• Work with Localcoin’s internal departments to meet our customer needs
• Help resolve issues as quickly and accurately as possible
• Assist in on-boarding new customers through various Localcoin products and services
• Collaborate with the Compliance Team to conduct investigations of all compliance and failed transactions cases
• Collaborate with cross functional teams on projects to improve processes by relentlessly focusing on the customer experience

THIS IS YOU

• A passion for ensuring an outstanding customer experience
• A minimum of 2 year of relevant work experience in a customer service, sales support, tech product support or similar function
• Strong communication skills both verbal and written
• Excellent collaboration skills to work within a team to accomplish goals
• Experience handling escalated customer service requests and inquiries
• High attention to detail and the ability stay organized
• Ability to efficiently multitask in a fast-paced dynamic environment
• Experience working with CRM systems like Zendesk or Freshdesk, and live chat bots is considered a strong asset
• Tech-savvy with a passion for learning new technology
• Passionate about cryptocurrency and blockchain

THIS IS NICE

• Bilingual in English and French; both verbal and written, is considered a strong asset

WHY YOU WILL LOVE WORKING AT LOCALCOIN!

Professional Development

We are a fast-growing company and as a result, there are ample opportunities for career growth and professional development when you join our team. From a transparent promotion structure and defined career paths to a wide range of learning and development opportunities, we do what it takes to invest in your career and help you hone your skills so you can grow alongside us!

Health & Wellness Benefits

We offer a comprehensive array of health and wellness benefits through Honeybee-Benecaid that provide choices so you can tune your benefits plan to fit your unique needs:

• Medical, Dental and VisionCare
• Health Spend Account
• Wellness Allowance (a stipend to be used how you see fit: gym membership, school courses, day care, dog walker, video games, food delivery etc.)
• Unlimited Personal and Business Travel Coverage
• Akira On-Demand Video Nurse
• Employee and Family Assistance Program
• Life, Critical Illness and AD&D Coverage and Support

Location & Remote Working

Above all, we remain committed to providing a safe work environment for all of our team members during COVID-19 and beyond. As a result, we have temporarily closed our head office in Toronto and have transitioned to remote work until it’s safe to have the team together again.

Events and Socials

Just because we are working remotely, does not mean we don’t know how to get together! When you join our team, you’ll enjoy everything from virtual company-wide teaching and training days, industry events, themed monthly Fri-YAY happy hours, virtual team events and much more!

Employee Discounts

All of our team members enjoy exclusive employee discounts at all of our cryptocurrency ATMs across North America.