Füm Looking for Customer Service Representative at Canada Full Time

Make a Difference with Füm

Füm exists to accelerate humanity’s departure from destructive habits and empower individuals to be free to become their optimal self. Join us on our mission to help 1 million people quit vaping or smoking by 2026. Our patented, award winning flavored air device is designed to help people to achieve their full potential by replacing their bad habit with The Good Habit™ – that’s us! 

Company Values 

Our culture sets us apart and helps us identify our best fit candidates for new roles. Review our values below to see what type of team you’d be joining. We love CHEWI team members!

• Can-Do Attitude: Are you someone who starts with ambitious goals and finds optimistic, resourceful, proactive, and creative methods to achieve them?
• Honesty: Are you committed to actively communicating and building trusting relationships through open and honest interactions?
• Empowerment: Do you want to join a team where you will support other ambitious and talented people to achieve their goals, and be supported in return?
• We Over Me: Are you someone who looks at the bigger picture and takes ownership of the team’s success by making it a priority for everyone to succeed?
• Integrity and Commitment: Can you be relied upon to do what you say you will, when you say you will do it? If not, are you comfortable owning it and making good on the shortcoming?

Why You’ll enjoy working at Füm

Füm takes great pride and works hard to establish and manage employee-progressive policies that create satisfying and rewarding work experiences for our team. 

• Have an impact – We are a mission-driven organization that has a direct impact on the health, quality of life and happiness of our customers. We are proud to achieve a 40% efficacy score, and are on track to help 1 million people quit vaping and smoking by 2026.
• Advance your career – We are a fast-growing company, giving our team a unique experience while creating career advancement opportunities in our growing organization, as our workforce scales to meet market demand for our products and services. 
• Rewarding Compensation – We reward high performance, and structure our salaries and bonuses around unique KPIs for each role. We also allocate a profit sharing fund for our employees, which is distributed annually during the holiday season.
• Work from Anywhere – We have built our company around a remote-first culture, which means that you will enjoy saving time and money commuting to the office. Instead, you get the freedom to blend your work and life in a way that allows you to perform to your full potential!
• Unlimited Paid Time Off (upon approval) – We value work-life balance, and understand its role in the wellbeing and productivity of our team. Our unlimited PTO policy is designed to give you autonomy in managing your time off, while ensuring that the needs of your job are met.   

Position Overview

The Customer Service Representative (also referred to as the “CSR” in this document) is a key member of the Customer Service team that directly engages with customers and helps them through any questions, concerns or issues, typically over email or chat. The Customer Service Representative reports directly to the Customer Service Director. The Customer Service Representative provides a positive experience to customers seeking assistance to improve overall customer satisfaction and trust in Füm, while also being the voice of the customer within the broader team.

Role Mission

The mission of the Customer Service Representative is to help Füm achieve its vision and mission through engaging and empowering customers in their questions, concerns, and issues. This role is crucial in achieving our mission as the company looks to help 1 million people quit smoking and vaping by 2025. This ambitious goal means that we will be continuously increasing our customer base and along with that, the need for efficient, effective and positive customer service will also increase. 

The Customer Service Representative directly communicates with our customers and is an ambassador of our company’s mission in conversation and assistance. The Customer Service Representative is aimed at being able to quickly and effectively reply to tickets, provide a positive interaction with Füm to the customer, relay customer perspectives to the wider team, and actively problem solve on behalf of the customer. They embody the Füm values internally within their team and also externally to customers. 

Responsibilities

• Answering customer inquiries (via email, chat, phone)
• Innovating customer service systems for efficiency and better customer experience
• Relaying the perspective of the customer with the rest of the Füm Crew
• Aiding in additional Customer Service Related administrative tasks (blog comment monitoring, reviews monitoring, etc.)
• Recording, organising and reporting on common customer complaints and inquiries
• Actively problem solving on behalf of the customer in alignment with Füm Values.

Key Performance Indicators

• First Response Time
• Resolution Time
• Tickets closed per hour
• Customer Feedback Score

Proficiencies

• Attention to detail: The CSR will need a strong ability to perceive and recall specific details regarding customer issues and solutions.
• Problem solving skills: The CSR must be able to actively and creatively apply problem solving skills to find the best resolutions for customers and Füm. 
• Strong written and verbal communication skills: To perform the responsibilities of their role, the CSR will need to be able to read, write, and speak fluent english.
• Empathetic, compassionate & professional demeanour: In communication with customers, the CSR will need to be able to perceive the needs and concerns of the customer and respond in a manner that reflects Füm’s value for the customer and their concern. 
• Efficiency & Organization: To effectively meet their KPIs, the CSR will need to be able to effectively prioritise organisation and efficiency in their workflows. 
• Collaborative Approach: The CSR needs to contribute towards growth in the work environment for the Customer Service Team, as well as the broader Füm Crew. This can look like actively listening and engaging with other CSRs to collectively find solutions to difficult situations, providing feedback in group discussions, vocalising system failures, etc.  

Hours

This position is part time intermittent work, working on a time of coverage in which the CSR must respond promptly to any tickets that come in during that time, with guaranteed hours of 3-5 hrs daily for 5 days a week, at a total of 15-25 hours a week. 

Salary and Compensation

Hourly pay, starting at $17.50/hr, 

Periodic bonuses based on performance

Work Schedule

The part-time, permanent Customer Service Representative hours will be from Monday-Friday, covering evenings from 1500-2300 MST and working intermittently for a total of 3-5 hrs work daily or 15-25 hours a week, with opportunity for increased hours in the future. 

Other required attendance for team-wide meetings, outside of designated hours above (included in guaranteed hours) :

• Morning online Check-ins: Monday-Friday 0800-0815 MST
• Weekly Team Check-ins: Tuesday 0930-1000 MST
• Weekly Customer Service Team Check-ins: 0900-1000 MST