Customer Support Representative-II

Customer Support Representative-II

Location: 100% Remote Duration: 03+ Months

Schedule: 8am ET or 9am ET - the weekly schedule changes each week following a rotation in the team. The hours will range from 40-60 hours.

Description:

• Client is piloting white glove grocery delivery service.
• You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 0% error rate.
• This role is focused on Live Operations and will include proactive outbounds to our delivery drivers to drive exceptional quality.
• To succeed in this role you will need to have strong communication, troubleshooting and organizational skills, and a desire to continue learning.
• You'll be a strategic problem solver and become a subject matter expert in all things related to our new product.
• You will be the first line of defense, ensuring that Client provides an exceptional service experience by setting upfront expectations or working through solutions when something goes wrong.

You're excited about this opportunity because you will:

• Proactively reach out to dashers to set clear delivery expectations and instructions Address ad-hoc dasher issues with empathy and urgency
• Spearhead & execute workflows that ensure we meet exceptional SLAs Identify trends & communicate findings to the broader teams to improve our processes
• Develop a deep expertise in our product, processes, systems, tools Be an early part of a collaborative team that prides itself with world-class customer service for a vital industry leading technology platform

We're excited about you because:

• You have a Bachelor's degree or equivalent amount of work experience
• You have 2+ years of work experience in a fast-paced customer service role in technology, hospitality or grocery & convenience
• You are a highly-motivated individual that can work independently
• You are a natural problem solver, willing to triage problems that may not have a pre-defined solution
• You can speak fluent English and have above average technical fluency (typing speed of 40 WPM).
• You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using client's brand voice and tone
• You are above average in technological fluency - and are especially comfortable with Google Sheets Bonus points for...
• Familiarity with G-Suite, Slack, Atlassian, Salesforce Previous experience in grocery & convenience Conversational proficiency in Spanish