Customer Support Representative

Summary

Join Shopmonkey's Customer Support team in Mexico as a long-term contractor! You'll be the key to building shop loyalty and growing our shop base by providing exceptional relationship-based customer service. You will solve tough problems, liaise between shops and internal teams, and be the critical touchpoint between Shopmonkey and our valued shops. This role offers variety, challenges, and creativity in designing solutions. You'll learn about the Shopmonkey product suite and the automotive industry while using a relationship-based approach to deliver best-in-class service. This is a dynamic role requiring strong communication, problem-solving, and adaptability.

Requirements

• Are available to work either Monday through Friday or Tuesday through Saturday shifts
• Are fluent in speaking and writing English, as well as Spanish
• 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

Responsibilities

• Learn all about the Shopmonkey product suite and automotive industry
• Use a relationship-based approach, deliver best-in-class service to our shops
• 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
• Respond to shop complaints and service-related inquiries professionally and compassionately. Work with the Customer Support Management team to successfully address escalated shop concerns
• Effectively manage workload, maintain assigned schedule, and attendance standards
• Professionally handle incoming requests from 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 shops
• Maintain a balance between company policy and shop benefit 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 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 shops experience

Preferred Qualifications

• 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
• 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
• 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