About the job
As a passionate customer service professional, you will play a vital role in supporting our network of Auto Repair Shops, which serve as the foundation for our business growth and success. Your problem-solving skills and dedication to providing outstanding customer service will allow you to excel in a Customer Support position at Shopmonkey. By fostering loyalty among our Auto Repair Shops and expanding our customer base, you will deliver impactful, relationship-driven service that meets the diverse needs of our clientele.
In this dynamic startup environment, every day presents new challenges and opportunities for creative problem-solving, making this role much more than a traditional support position.
Key Responsibilities:
- Become well-versed in the Shopmonkey product suite and the automotive industry.
- Utilize a relationship-based approach to deliver exceptional service to our Customers.
- Efficiently gather necessary information from Auto Shops, address their needs, educate them to prevent future inquiries, and document all interactions.
- Professionally handle complaints and service-related inquiries, collaborating with the Customer Support Management team to resolve escalated concerns.
- Effectively manage workload while adhering to schedule and attendance standards.
- Address incoming requests from Auto Shops promptly and thoroughly.
- Leverage tools and resources in every interaction to offer valuable recommendations on using the Shopmonkey platform.
- Balance company policies with customer benefits when making decisions.
Performance Metrics:
- Meet department performance standards for handling service calls, chats, and emails while maintaining attendance and schedule adherence.
- Analyze and report on trends...
