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 customer base by providing exceptional relationship-based service. You'll solve challenging problems, liaise between shops and internal teams, and be a critical touchpoint for our valued shops. This role offers variety, change, and opportunities for professional growth in a dynamic startup environment. You'll learn about the Shopmonkey product suite and the automotive industry while using your customer service skills to deliver best-in-class support. This position requires strong communication skills, problem-solving abilities, and the ability to adapt to changing priorities.

Requirements

• Be available to work either Monday through Friday or Tuesday through Saturday shifts
• Be fluent in speaking and writing English
• 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
• Weekly internal product & company training sessions
• Monthly events & education activities focused on DEIB, personal and/or professional development
• Individual career progression plans and leadership/management training