Customer Support Representative - U.S. based

Shopmonkey•Morgan Hill, CA

5h•$20 - $25•Hybrid

About The Position

As a customer service enthusiast, you will recognize that our network of Auto Repair Shops is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Customer Support job with Shopmonkey. As the driving force in building loyalty with our Auto Repair Shops and growing our existing Customer base, you’ll deliver effective relationship-based customer service in support of the department. You’ll tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth. Liaise between our Auto Shop customers and cross-functional internal teams to ensure innovative, individualized solutions, satisfying the ever-changing needs of our Customer base. Through it all, your ability to form a trusted bond, listen attentively, and respond to all Auto Shop inquiries will make you the critical touchpoint between Shopmonkey and our valued Customers. Please note this is a hybrid role, with in-office expectations 3 days per week in our Morgan Hill, California office, and 2 days working remotely. Shopmonkey is a growing and changing startup, so this role will include variety, change, challenges, and creativity in designing solutions, which goes beyond the typical support role. You will have the opportunity to: 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.

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

Nice To Haves

Enthusiasm to work evening or weekend shifts
Experience in hospitality, automotive industry, call center, or fast-paced startup
Able to take direction from peers and managers
The ability to speak Spanish is a plus
As a nice plus, truly appreciate cars and/or are familiar with the automotive industry

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

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