Customer Experience Agent (CEA)

RunBuggy OMI Inc.•Tempe, AZ

38d•Onsite

About The Position

We are currently seeking a Bilingual Customer Service Agent (CEA) I (Spanish or French speakers a plus) to support RunBuggy's customers. This position is responsible for providing top-notch service to our customers over the phone, on video calls, and using written communication (email and text). In this role, they will interact directly with our customers to answer questions, solve problems, provide education, and maintain our company’s reputation for high-quality service. This position requires employees to be in office 5 days per week. The office is located on Mill Avenue in the heart of Tempe, AZ. Employees in this role are also required to work Tuesdays through Saturdays or Sundays through Thursdays. Please do not apply if you cannot meet these requirements. If this sounds just like you, then please read on! if you feel this is not in your wheelhouse, that is okay too! We are actively hiring outstanding professionals, so we encourage you to apply to one of our many other opportunities.

Requirements

Proficiency with using Microsoft Outlook, Word, and Excel, and experience searching and using the internet required.
High School Diploma or equivalent required.
Ability to work Tuesdays through Saturdays or Sundays through Thursdays.
Aptitude for acquiring skills in technical troubleshooting along with an eagerness to learn and take on new challenges.
Ability to handle a variety of duties in a fast-paced environment.
A positive, service-oriented attitude.
Ability to recognize problems, strategize, and problem-solve.
Ability to prioritize tasks and manage time.
Ability to work under tight deadlines.

Nice To Haves

Call Center experience a plus.
Automotive, logistics, or transportation experience a plus.
Understanding of performance-based metrics.

Responsibilities

Handle a high volume of inbound and outbound phone calls, ensuring pickups and deliveries are on schedule as it relates to orders placed on our smartphone app.
Maintain updated knowledge of all company products and services to provide adequate education to customers.
Field incoming phone calls and respond to phone messages from customers.
Promptly respond to customer questions submitted via email or our website.
Answer customer questions and provide information to resolve any issues.
Help resolve shipping issues with a high level of professionalism.
Assisting users with uploading pictures or completing orders in our system.
Obtain necessary information from customers to adequately follow up.
Document important customer information for future reference.
Collect and record customer feedback and information and share with appropriate departments and team members.
Generate interest in new products or services and connect customers with salespeople when required.
Foster and maintain relationships with customers to improve our retention rate.
Attend all required customer service-related meetings.
Additional duties as assigned.

Benefits

Market competitive pay based on education and experience.
Highly competitive medical, dental, vision, Life w/ AD&D, Short-Term Disability insurance, Long-Term Disability insurance, pet insurance, identity theft protection, and a 401k retirement savings plan.
Employee wellness program.
Employee rewards, discounts, and recognition programs.
Generous company-paid holidays (12 per year), vacation, and sick time.
Paid paternity/maternity leave.
A supportive and positive space for you to grow and expand your career.

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