Customer Support Representative - U.S.

View full description

Requirements:

• 1-3 years of customer support experience in a high volume call center environment, supporting clients by phone, email and chat
• Have a clear, professional, friendly and informative communication style
• Enjoy creative problem solving and experiencing new and different challenges everyday
• Are self-directed learners and highly motivated
• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.
• Adapt quickly to changing priorities and evolving customer needs

Responsibilities:

• Learn all about the Shopmonkey product suite and automotive industry
• Use a relationship-based approach, deliver best-in-class service to our shops
• Thoroughly and efficiently gather Shop information, access and fulfill shop needs, educate the shop where applicable to prevent the need for future contacts, and document interactions through contact tracking
• Respond to shop complaints and service-related inquiries professionally and compassionately. Work with the Customer Support Management team to successfully address escalated shop concerns
• Effectively manage workload, maintain assigned schedule, and attendance standards.
• Professionally handle incoming requests from shops and ensure that issues are resolved both promptly and thoroughly.
• Utilize tools and resources on every email, call or chat to make appropriate recommendations to shops
• Maintain a balance between company policy and shop benefit in decision making
• Meet department performance standards for servicing and responding to all service call queues, chat, and email while adhering to schedules, and maintaining attendance standards
• Analyze and report trends from shops feedback, to determine needed process improvements
• Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the shops experience