Customer Support Representative-II

LanceSoft Inc

San Francisco, CA(remote)

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Communication Skills, Consumer Branding, 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, Trend Analysis, Typing, Writing Skills

LOCATION

San Francisco, CA

POSTED

30+ days ago

Job Title: 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.

About the Company

LanceSoft Inc

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE

2,000 to 2,499 employees

INDUSTRY

Staffing/Employment Agencies

FOUNDED

2000

WEBSITE

http://www.lancesoft.com/

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