About the position
Join us as a Customer Service Agent for Email, Chat, and Voice Support! In this Full-Time employee role, you'll support an innovative, All-American electric vehicle startup where you'll create the initial personal interaction customers have with the company, setting the tone for their perception and expectations of their future interactions and experience. You'll be asked to own each customer inquiry from start to finish, ensuring that every interaction leaves the customer feeling valued, understood, supported, and confident in their choice to trust the brand. All of this should lead to deeper loyalty and customer retention. Your day-to-day role will consist of guiding customers transparently through questions they may have about our client's company, products, systems, and processes, providing technical support for the website, app, and in-car software by troubleshooting issues that they may be having. In addition, you will work with teams outside of Support to resolve issues that may need additional assistance, acting as the bridge for the customer as we navigate a resolution. You will address all of these situations with clarity and empathy, aligning yourself with the customer's needs to convey complex information in an accessible way that empowers them. This is an exciting opportunity to help shape the future of Support at a brand-new company, delivering on outstanding experiences so that customers can get back to enjoying their vehicles and next outdoor adventure!
Responsibilities
- Support customers via email, chat, and phone, providing technical assistance and resolving inquiries.
- Guide customers through questions about the company's products, systems, and processes.
- Troubleshoot issues related to the website, app, and in-car software.
- Collaborate with external teams to resolve customer issues that require additional assistance.
- Ensure every customer interaction leaves them feeling valued and understood.
- Provide clear and empathetic communication to customers, especially in conflict situations.
- Maintain strict adherence to the assigned schedule and manage high-volume inbound calls.
Requirements
- At least 18 years or older
- High School Diploma or equivalent
- Able to successfully pass a criminal background check
- Able to work a full-time work week of 32-40 hours, with overtime opportunities as needed
- Able to maintain 100% strict adherence to the assigned schedule
- Strong computer knowledge, including ability to accurately type at least 30 wpm
- Excellent English written and verbal communication skills
- High level of expertise with spelling, grammar, and punctuation
- Courteous and friendly with high level of professionalism
- Willingness to learn and adapt to new tools and technologies
- Strong time management and able to multitask applications while talking to customers on the phone
- 1 - 3 years of customer support and technical support call center experience
Nice-to-haves
- Previous work from home experience
- Prior experience with email and chat support
- Prior experience using customer support/relationship management software or similar systems
- Prior experience with automotive customer support/service/success
- Passion for automotive topics and electric vehicles
Benefits
- $17.00 USD starting pay
- Performance-based incentives each month
- Health benefits including medical, dental, and vision for you and your family
- 401(k) investment options with employer match opportunities
- Paid vacation time
- Computer equipment provided
- Onsite full gym free to employees
- Great work/life balance while developing your career
