Hybrid Customer Support Representative

at Shopmonkey

• Job title: Customer Support Representative
• Job type: Full Time
• Experience level: Junior
• Salary: $20 - $25 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Morgan Hill, United States

About the role

• Customer Support Representative engaging with auto repair shops for effective service and solutions. Supporting customer inquiries and issues while ensuring quality service in a hybrid role.

Responsibilities

• Learn all about the Shopmonkey product suite and automotive industry
• Use a relationship-based approach, deliver best-in-class service to our Customers
• Thoroughly and efficiently gather all necessary Auto Shop information, access and fulfill their needs, educate the Shop where applicable to prevent the need for future contacts, and document interactions through contact tracking
• Respond to Auto Shop complaints and service-related inquiries professionally and compassionately. Work with the Customer Support Management team to successfully address escalated Customer concerns.
• Effectively manage workload, maintain assigned schedule, and attendance standards.
• Professionally handle incoming requests from Auto 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 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 all service call queues, chat, and email while adhering to schedules, and maintaining attendance standards
• Analyze and report trends from Auto 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 experience our Auto Shops go through

Requirements

• Have 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

Benefits

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire
• 11 paid holidays
• Flexible time off - take the time off you need!
• Matching donations for approved charitable organizations
• Group volunteer efforts