Administration Support Specialist
Guidant Financial
Customer Support Representative II - U.S. based
Shopmonkey
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteSalary
💰 $25 - $32 per hour
Job Level
Mid-LevelSenior
Tech Stack
CloudSpark
About the role
- Liaise between Auto Shop customers and cross-functional internal teams to ensure innovative, individualized solutions, satisfying the ever-changing needs of our Customer base
- Deliver best-in-class service to our Customers using a relationship-based approach
- Respond to Auto Shop complaints and service-related inquiries professionally and compassionately; work with the Customer Support Management team to address escalated concerns
- Work closely with Engineering to triage, replicate and resolve complex customer issues
- Effectively manage workload, maintain assigned schedule, and attendance standards
- Professionally handle incoming requests from Auto Shops and ensure issues are resolved promptly and thoroughly
- Utilize tools and resources on every email, call or chat to make appropriate recommendations to our Customers on how to effectively utilize the Shopmonkey platform
- Maintain a balance between company policy and Customer benefits in decision making
- Meet department performance standards for servicing and responding to ticket escalations
- Analyze and report trends from Auto Shops feedback, to determine needed process improvements
- Ensure that all business-related items are communicated internally and externally
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the experience our Auto Shops go through
Requirements
- Have 5+ years of customer support experience in a high volume call center environment, supporting clients by phone, email and chat
- Ability to reproduce, test and comb through logging providing advanced troubleshooting capabilities.
- Continuously look for opportunities to help your teammates learn and grow in their technical abilities.
- Have a clear, professional, friendly and informative communication style
- Enjoy creative problem solving and experiencing new and different challenges everyday
- Prior experience working with bug ticketing platforms, submitting and conducting triage of open bug tickets.
- 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
- As a nice plus, truly appreciate cars and/or are familiar with the automotive industry
