- 経験
- 2年以上
- 給料
- —
- 求人情報
- 1
- 投稿済み
- 3時間前
- 作業モード
- 在宅勤務
- 教育
- 高校卒業資格または同等の資格
- 再開する
- 応募必須
仕事内容
Overview
We are seeking a Tier 1 Trailguide to act as the initial contact point for Scout Motors customers. This role involves managing customer interactions via phone, chat, email, social media, and in-app messaging. You will assist with vehicle reservations, account management, payment issues, and general inquiries, ensuring a seamless and positive customer experience.
Primary Responsibilities
- Respond to customer questions across various communication channels including phone, chat, email, social media, and in-app messaging.
- Support customers with reservations, account updates, modifications, cancellations, payment disputes, refunds, and product information.
- Investigate and resolve customer problems thoroughly, maintaining accurate records of each case.
- Take full ownership of customer issues from initial contact to resolution whenever possible.
- Escalate complex or sensitive cases for further examination.
- Deliver professional, trustworthy, and empathetic customer service that reflects the Scout Motors brand.
- Proactively anticipate customer needs to simplify interactions and suggest appropriate next steps.
- Manage multiple digital tools and platforms such as CRM and support systems to troubleshoot technical issues and maintain detailed customer notes.
- Engage in continuous training, quality checks, and collaborate with team leads and other departments to improve processes and customer satisfaction.
Requirements
- Minimum of 2 years’ experience in customer service, contact centers, hospitality, retail, automotive, technology, or related customer-facing roles.
- Excellent verbal and written communication skills with strong grammar and spelling capabilities.
- Proven problem-solving skills with the ability to think critically and take ownership of issues.
- Strong multitasking and organizational abilities in a fast-paced setting.
- Competence in using multiple computer applications simultaneously and typing speed of at least 50 words per minute with high accuracy.
- High school diploma or equivalent educational qualification.
- Preferred experience includes automotive or SaaS support, CRM platforms such as Intercom, Salesforce or Zendesk, and handling digital channels and payment processes.
Desired Traits
- Accountability and follow-through on customer concerns.
- Empathy to listen and understand customer perspectives.
- Clear communication to explain information confidently.
- Adaptability to evolving environments and eagerness to learn.
- Collaborative attitude toward teams and partners.
- Curiosity about products and customer needs.
- Resilience to maintain professionalism amid challenges.
Work Environment & Additional Information
- Full-time role based in the United States with remote work from home.
- Flexible schedule including evenings, weekends, and holidays as required.
- Must have a dedicated workspace with stable high-speed internet access.
- Completion of required training, certifications, and adherence to quality standards is mandatory.
- Peak Support fosters a culture focused on performance and career growth rather than typical office perks, boasting a 4.5 Glassdoor rating.
- The company has been fully remote since inception and offers a supportive structure tailored for remote employees.