As a customer service enthusiast based in Mexico, you will recognize that our shops network is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Customer Support job with Shopmonkey. As the driving force in building shop loyalty and growing our existing shop base, you'll deliver effective relationship-based customer service in support of the department. You'll tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth. Liaise between shops and cross-functional internal teams to ensure innovative, individualized solutions, satisfying the ever-changing needs of our shop base. Through it all, your ability to form a trusted bond, listen attentively, and respond to shop inquiries will make you the critical touchpoint between Shopmonkey and our valued shops.
Shopmonkey is a growing and changing startup, so this role will include variety, change, challenges, and creativity in designing solutions, which goes beyond the typical support role. **This is a long-term contract position** You Will Have The Opportunity To:Learn all about the Shopmonkey product suite and automotive industryUse a relationship-based approach, deliver best-in-class service to our shopsThoroughly 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 trackingRespond 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 shopsMaintain a balance between company policy and shop benefit in decision makingSupport Metrics: Meet department performance standards for servicing and responding to all service call queues, chat, and email while adhering to schedules, and maintaining attendance standardsAnalyze and report trends from shops feedback, to determine needed process improvementsCommunication: Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externallyContinuously evaluate and identify opportunities to drive process improvements that positively impact the shops experienceBonus Points: Experience in hospitality, automotive industry, call center, or fast-paced startupAble to take direction from peers and managersThe ability to speak Spanish is a plusTruly appreciate cars and/or are familiar with the automotive industryTo Be Successful In This Role, You Will:Be available to work either Monday through Friday or Tuesday through Saturday shiftsBe fluent in speaking and writing EnglishHave 1-3 years of customer support experience in a high volume call center environment, supporting clients by phone, email and chatHave a clear, professional, friendly and informative communication styleEnjoy creative problem solving and experiencing new and different challenges everydayAre self-directed learners and highly motivatedThrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.Adapt quickly to changing priorities and evolving customer needs
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