HopSkipDrive

Client Support Specialist

HopSkipDrive

full-time

Posted on:

Location: Arizona, California, Colorado, District of Columbia, Florida, Illinois, Kansas • 🇺🇸 United States

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Salary

💰 $20 - $22 per hour

Job Level

Mid-LevelSenior

About the role

  • Provide exceptional client support by resolving customer issues across multiple channels, including phone, email, and SMS
  • Offer technical support and troubleshooting assistance for the HopSkipDrive app and RideIQ platform
  • Process ride credits and refunds, ensuring accuracy and adherence to company policies
  • Answer questions and address concerns related to safety, ride scheduling, account management, and lost items, while encouraging customer self-service
  • Manage pre-ride alerts, ensuring compliance with rider requirements
  • Gather and analyze client feedback to identify areas for improvement and enhance the user experience
  • Maintain a thorough understanding of HopSkipDrive's services, policies, and safety protocols
  • Collaborate with cross-functional teams to ensure comprehensive problem resolution for customers

Requirements

  • Excellent communication and problem-solving skills, demonstrated through previous customer support experience
  • Strong organizational skills with the aptitude to prioritize and switch between different responsibilities seamlessly
  • Strong technical aptitude with the ability to troubleshoot platform and website issues
  • Excellent written and verbal communication skills
  • Customer-centric mindset with a genuine desire to help others and provide exceptional service
  • Proficiency in using support tools and software, including CRM systems and communication platforms
  • Ability to work independently and as part of a team, collaborating effectively with colleagues and cross-functional teams
  • Strong analytical skills with the ability to identify trends and suggest improvements
  • Must be located and authorized to work in one of the following US states: Arizona, California, Colorado, District of Columbia, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Minnesota, Missouri, North Carolina, New Jersey, New Mexico, Nevada, New York, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin