Tier 1 Customer Support Specialist - Trailguide

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.