Customer Service Representative, SpotHero
Customer Hero
$20 p/hr + Discretionary Bonus
More information about location
1-2 days a week in office
Off-street parking marketplace
Be an early applicant
Off-street parking marketplace
201-500 employees
Be an early applicant
$20 p/hr + Discretionary Bonus
More information about location
1-2 days a week in office
201-500 employees
Company mission
To simplify finding and booking off-street parking for stress-free travel experiences.
Role
Who you are
- 1 year of customer/client facing experience
- Ability to problem solve in a fast-paced, constantly evolving environment
- Computer proficiency; experience working with CRM and Google Workspace a strong plus
- Adaptive - Learns and accepts change in policies and procedures quickly
- Attentive - Actively listens and is able to stay in the moment
- Communication - Communicates effectively and efficiently both verbally and in writing
- Customer-Focused - Maintains committed to the SpotHero persona so the marketplace brand is sustained
- Efficiency - Answers 95% of calls or more each shift
- Empathy - Shares care and concern for another's situation
- Enjoy What You Do - Is presently at work allowing customers to hear enthusiasm during interaction
- Patience - Remains calmly focused on resolving customer issues
- Policy Adherence - Ensures proper policies and procedures are followed and limits unnecessary credits and effect on the bottom line
- Positivity - Ensures positive language and tone is used when dealing with customers focusing on what can be done versus what cannot
- Problem-Solve - Assesses situations quickly and provides creative solutions for resolution
- Product Knowledge - Takes the time to know SpotHero's product to help improve overall performance
- Team Oriented - Works well within and across departments
- Time Management - Ensures performance helps maintain desired service levels
What the job involves
- Assist customers in resolving daily parking issues. Escalate issues that need further analysis to other departments
- Educate customers to prevent future contacts
- Overall goal to provide exceptional experience for customers and leave a positive impression of SpotHero
- Field inbound contacts from customers with questions or issues when using the SpotHero parking reservation service
- Fielding all phone contacts
- Assist with support email contacts between phone calls
- Answer 95% or more of calls offered
- Keep after call work at or below 100 seconds on average
- Follow static and daily schedules accurately to be available for customers
- Maintain 90% QA score on average
- Maintain a 3.0 or higher performance snapshot score on a monthly basis
- Maintain customer satisfaction scores at or above company standards
- Ensure SpotHero persona is on brand by maintaining a positive and empathetic tone on phone calls
- Assist with projects to support customer satisfaction
- Projects include tasks such as contacting customers when an event is canceled or processing refunds
- Complete necessary follow up work in a thorough and timely manner
- Follow up work includes leaving relevant notes and tags so that data can be passed to other departments, which allows us to improve our product. This work also ensures that if the customer needs to call back in, we can assure they have a seamless experience and pick up the contact easily
- Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained
- Tools: CRM (Service Cloud preferred), Knowledge Sharing Platform (Bloomfire preferred), Customer Service QA Software (MaestroQA preferred), Customer Service Software (Talkdesk preferred)
Our take
Finding a parking spot is an ever-increasing challenge, that is being solved by SpotHero, a platform which helps people find and book off-road parking across Canada and the US.
SpotHero is evolving with current trends by offering car-sharing and commercial fleet options, alongside partnering with Android Auto to increase its reservations and joining up with the navigation app Waze. It offers services to corporations too, and brings standardization to the otherwise fragmented and often confusing parking industry.
As the only independent off-street parking marketplace in North America, SpotHero has established a robust infrastructure and is expanding its services and coverage. Part of this is in its recent partnership with Google, to integrate marketing reservations into Google Maps. This, along with its existing partnerships with platforms like Apple Maps, puts SpotHero in an exciting spot going forward.
Steph
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Aug 2019
$50m
SERIES D
Sep 2018
$10.1m
SERIES C
Total funding: $117.6m
Company benefits
- Career game changer – A truly unique experience to work for a fast-growing startup in a role with unlimited potential for growth
- Flexible PTO policy and great work/life balance – We value and support each individual team member
- Annual parking stipend – we help people park!
- The opportunity to collaborate with fun, innovative, and passionate people in a casual, yet highly productive atmosphere
- Up to 95% of Medical Premiums, 50% of Dental & Vision Premiums, company-sponsored Life Insurance, 401K, and generous parental leave
Company HQ
Chicago Loop, Chicago, IL
Leadership
Mark Lawrence
(Co-Founder & CEO)Having studied Finance and Spanish at Bradley University, they spent 2 years as a Financial Analyst at Bank of America, before leaving in July 2010. That October, they founded SpotHero as CEO.
Larry Kiss
(Co-Founder & Chief Architect Officer)Having started their career at Advanced Micro Devices, they then worked at Motorola for 3 years and also as a Freelance Developer. They co-founded SpotHero with Mark, before co-founding iNotary in March 2011, where they worked as CTO for a year.
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