Customer Support Representative, Shopmonkey

• Have 1-3 years of customer support experience, preferably in a high volume call center environment, supporting clients by phone, email and chat
• Are fluent in both English and French
• Are able to work Eastern time zone hours Monday through Friday
• 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

Desirable

• 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
• 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
• 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
• Support Metrics:
• 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
• Communication:
• 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