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Customer Support Representative (Bilingual French & English)

    As a customer service enthusiast available to work in the Eastern time zone, 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.

    You Will Have The Opportunity To:

    Learn all about the Shopmonkey product suite and automotive industry Use a relationship-based approach, deliver best-in-class service to our shops Thoroughly 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 tracking Respond 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 shops Maintain a balance between company policy and shop benefit in decision making

    Support Metrics: 

    Meet department performance standards for servicing and responding to all service call queues, chat, and email while adhering to schedules, and maintaining attendance standards Analyze and report trends from shops feedback, to determine needed process improvements

    Communication:

    Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally Continuously evaluate and identify opportunities to drive process improvements that positively impact the shops experience

    Bonus Points:

    Experience in hospitality, automotive industry, call center, or fast-paced startup Able to take direction from peers and managers The ability to speak Spanish is a plus Truly appreciate cars and/or are familiar with the automotive industry

    To Be Successful In This Role, You Will:

    Be available to work Eastern time zone for Tuesday through Saturday shifts Be fluent in both English and French Have 1-3 years of customer support experience in a high volume call center environment, supporting clients by phone, email and chat Have a clear, professional, friendly and informative communication style Enjoy creative problem solving and experiencing new and different challenges everyday Are self-directed learners and highly motivated Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity. Adapt quickly to changing priorities and evolving customer needs

    Why Shopmonkey? 

    Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees. Other benefits vary upon location outside the United States, and employment status):

    Fully Remote Work!

    $1,000 to set up your home office $20 phone/internet monthly reimbursements Virtual activities and in-person meet-ups Laptop and super rad swag provided Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally

    Health & Wellness 

    Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date Short term and long term disability Employee assistance program Generous parental leave 401(k) available upon hire

    Time Off 

    11 paid holidays Flexible time off – take the time off you need!

    Giving Back 

    Matching donations for approved charitable organizations Group volunteer efforts

    Personal & Professional Development 

    Weekly internal product & company training sessions Monthly events & education activities focused on DEIB, personal and/or professional development Individual career progression plans and leadership/management training

    About the Industry

    The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.

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