About Company
Salesforce is the global leader in Customer Relationship Management (CRM), empowering companies to connect with their customers in a whole new way. We are a fast-growing company, recognized for our innovative cloud solutions and a commitment to customer success. Our Ohana culture, meaning ‘family’ in Hawaiian, is at the heart of everything we do, fostering a supportive and inclusive environment where everyone can thrive. We believe in equality, trust, growth, and innovation, pushing boundaries to create groundbreaking technology that transforms businesses. At Salesforce, you’ll be part of a team that’s dedicated to making a positive impact on the world, not just through our products, but through our values and philanthropic efforts. Join us and discover a career where you can make a difference, learn continuously, and grow your potential alongside the brightest minds in tech.
Job Description
Are you passionate about customer success and ready to embark on a fulfilling career from the comfort of your home? Salesforce is looking for a dedicated and enthusiastic Customer Experience Associate to join our dynamic remote team. In this pivotal role, you will be the primary point of contact for Salesforce customers, providing exceptional support and guidance to ensure they maximize the value of their Salesforce investment. You will engage with customers across various industries, addressing their inquiries, troubleshooting issues, and offering proactive solutions that enhance their overall experience. This isn’t just a support role; it’s an opportunity to build lasting relationships, understand complex business challenges, and contribute directly to customer retention and satisfaction. We are seeking individuals who are empathetic, problem-solvers, and excellent communicators, eager to learn and adapt in a fast-paced environment. You’ll be equipped with world-class training and continuous professional development, ensuring you have all the tools to succeed and grow within our organization. This remote position offers the flexibility to work from your home in the Baltimore, Maryland area, while remaining fully integrated into our collaborative and supportive global team. If you’re looking for a career that combines cutting-edge technology with meaningful human connection, where your contributions are valued and your growth is encouraged, we invite you to apply. Come be a part of the Salesforce Ohana, where innovation meets impact.
Key Responsibilities
- Serve as the primary point of contact for Salesforce customers, providing timely and accurate assistance via phone, email, and chat.
- Proactively identify and resolve customer issues, offering comprehensive solutions and workarounds to ensure customer satisfaction.
- Educate customers on Salesforce features, functionalities, and best practices to optimize their product usage and adoption.
- Document all customer interactions and resolutions accurately in the CRM system, maintaining detailed records.
- Collaborate with internal teams, including sales, product, and engineering, to escalate complex issues and ensure seamless problem resolution.
- Identify trends in customer feedback and issues, providing insights to improve products and services.
- Participate in ongoing training and professional development to stay current with Salesforce product updates and industry best practices.
- Contribute to a positive team environment, sharing knowledge and supporting colleagues in achieving shared goals.
Required Skills
- 1+ year of experience in a customer service, customer support, or customer experience role.
- Exceptional verbal and written communication skills.
- Strong problem-solving abilities and a keen attention to detail.
- Proficiency with CRM software (Salesforce preferred, but not required).
- Ability to work independently and manage time effectively in a remote work environment.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor’s degree in Business, Communications, or a related field.
- Previous experience working remotely.
- Familiarity with cloud-based software and SaaS models.
- Salesforce Administrator Certification (ADM 201) or equivalent experience.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off, including sick leave and holidays.
- 401(k) retirement plan with company match.
- Paid parental leave.
- Employee stock purchase program.
- Tuition reimbursement and professional development opportunities.
- Wellness programs and employee assistance program.
- Ohana culture with a focus on equality, trust, and growth.
How to Apply
Ready to be a part of the Salesforce Ohana? We encourage you to click on the application link below to submit your resume and cover letter directly through our careers portal. Please highlight your experience in customer service and why you believe you are a great fit for a remote Customer Experience Associate role at Salesforce.