Customer Support Representative - U.S.

About the position

As a customer service enthusiast, you will recognize that our shops network 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 shop loyalty and growing our existing shop 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 shops and cross-functional internal teams to ensure innovative, individualized solutions, satisfying the ever-changing needs of our shop base. Through it all, your ability to form a trusted bond, listen attentively, and respond to shop inquiries will make you the critical touchpoint between Shopmonkey and our valued shops. 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.

Responsibilities
• Learn all about the Shopmonkey product suite and automotive industry
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• Use a relationship-based approach, deliver best-in-class service to our shops
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• Thoroughly and efficiently gather Shop information, access and fulfill shop needs, educate the shop where applicable to prevent the need for future contacts, and document interactions through contact tracking
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• Respond to shop complaints and service-related inquiries professionally and compassionately
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• Work with the Customer Support Management team to successfully address escalated shop concerns
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• Effectively manage workload, maintain assigned schedule, and attendance standards
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• Professionally handle incoming requests from shops and ensure that issues are resolved both promptly and thoroughly
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• Utilize tools and resources on every email, call or chat to make appropriate recommendations to shops
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• Maintain a balance between company policy and shop benefit in decision making
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• Meet department performance standards for servicing and responding to all service call queues, chat, and email while adhering to schedules, and maintaining attendance standards
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• Analyze and report trends from shops feedback, to determine needed process improvements
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• Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally
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• Continuously evaluate and identify opportunities to drive process improvements that positively impact the shops experience

Requirements
• 1-3 years of customer support experience in a high volume call center environment, supporting clients by phone, email and chat
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• Clear, professional, friendly and informative communication style
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• Enjoy creative problem solving and experiencing new and different challenges every day
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• Self-directed learners and highly motivated
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• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity
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• Adapt quickly to changing priorities and evolving customer needs

Nice-to-haves
• Experience in hospitality, automotive industry, call center, or fast-paced startup
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• Able to take direction from peers and managers
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• The ability to speak Spanish is a plus
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• Truly appreciate cars and/or are familiar with the automotive industry

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

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