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Customer Support Representative-II

Artech

San Francisco, CA(remote)

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JOB DETAILS
SKILLS
Communication Skills, Customer Support/Service, Delivery Driving, English Language, Identify Issues, Organizational Skills, Problem Solving Skills, Process Development, Process Improvement, Salesforce.com, Service Level Agreement (SLA), Slack, Spanish Language, Team Player, Technical Leadership, Technical Recruiting, Trend Analysis, Typing, Writing Skills
LOCATION
San Francisco, CA
POSTED
1 day ago
Job Description
Title: Customer Support Representative-II
Location: Remote
Duration: 3 months contract
Job ID: #25-54023

Description
  • The schedule typically starts at 8 am ET or 9 am ET - the weekly schedule changes each week following a rotation in the team. The hours will range from 40-60 hours. 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 the client provides an exceptional service experience by setting upfront expectations or working through solutions when something goes wrong.

Roles and Responsibilities:
  • 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

Must Haves:
  • Bachelor's degree or equivalent amount of work experience
  • 2+ years of work experience in a fast-paced customer service role in technology, hospitality or grocery & convenience
  • Ability to work independently, problem solving attitude, 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 the company's brand voice and tone You are above average in technological fluency - and are especially comfortable with Google
  • Familiarity with G-Suite, Slack, Atlassian, Salesforce Previous experience in grocery & convenience Conversational proficiency in Spanish
Best,
Simran Lalwani
Technical Recruiter
Cell/Text: 973-381-0346
Email: Simran.lalwani@artech.com
LinkedIn:
360 Mt. Kemble Avenue, Suite 2000, Morristown, NJ 07960
Website: www.artech.com

About the Company

A

Artech

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