Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty
Assist with answering customer inquiries and problems by routing customer to the appropriate contact and or department
Provide timely, empathetic support to customers through our Zendesk software, handling incoming chats and emails with care and speaking with Caramel customers over the phone
Build strong feedback loops between customers and internal teams to continually improve customer experiences
Maintain and influence Standard Operating Procedures (SOPs) to ensure consistency and effectiveness and enhance our customer Knowledge Base/FAQ to proactively address common queries and reduce ticket volume
Identify and promptly resolve customer issues, collaborating with cross-functional teams as needed to deliver exceptional service
Requirements
2+ years of technology customer support experience with exceptional customer service skills
Technology or automotive industries experience
Proficient with or the ability to quickly learn an array of computer software and Microsoft office applications
Effective communication skills via any means with individuals of any level internally and externally, employing a consultative approach
Ability to help non-technical customers solve technical issues, employing sophisticated problem-solving and analytical skills
Automotive industries experience and basic knowledge of automobile terminology and purchase and sale documentation preferred
Bachelor’s degree or equivalent a plus
Benefits
full range of medical, financial, and/or other benefits
401(k) eligibility
various paid time off benefits, such as PTO and parental leave
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