Customer Support Specialist
Roadie
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Posted:
August 20, 2023
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Remote
About the position
The job overview for this position is that the company is seeking a Customer Support Specialist to join their Support team. The specialist will be responsible for providing support to Roadie customers, partners, users, and other community members through phone, email, and text-based communication. They will need to address customer concerns, monitor deliveries, and use internal tools to accurately log interactions and solve issues. The role requires excellent communication and problem-solving skills, as well as the ability to work nontraditional hours.
Responsibilities
- Provide phone, email, and text-based support to Roadie customers, partners, users, and other community members
- Address all customer concerns politely, using active listening skills to understand and confirm the information
- Balance efficiency and speed in addressing questions or issues with ensuring a high-quality customer experience
- Proactively monitor in-progress deliveries and take corrective action when necessary
- Manage non-standard delivery situations with professionalism, empathy, and urgency
- Effectively use Salesforce and other internal tools to accurately log interactions and solve issues
- Collaborate with team members from various Roadie departments to ensure a seamless delivery experience
Requirements
- Excellent communication and problem-solving skills
- Customer-first mentality
- Expert user of mobile and web-based tools
- Ability to work nontraditional hours such as evenings, weekends, and holidays
- Active listening skills
- Efficiency and speed in addressing questions or issues
- Proactive monitoring and corrective action
- Professionalism, empathy, and urgency in managing non-standard delivery situations
- Proficiency in using Salesforce and other internal tools
- Collaboration with team members from various departments
Benefits
- Competitive compensation packages
- 100% covered health insurance premiums for yourself
- 401k with company match
- Tuition and student loan repayment assistance
- Generous PTO
- Monthly 3-day weekends
- Monthly WFH stipend
- The technology you need to get the job done