Job Description

Title: Customer Service Representative  

Job Type: Full time

Location: Scottsdale, AZ (Onsite)

• Drive outstanding customer experience providing guidance and support across various channels such as calls, chats, and emails
• Compose thoughtful, concise messages that align with our mission
• Oversee rider interactions through visual and audio prompts in internal tools
• Raise issues that arise while troubleshooting to Team Leads
• Monitor user interactions and prioritize inquiries through the internal systems
• Maintain up to date knowledge of the self-driving technology, service, and messaging by completing new trainings and knowledge checks in a timely manner
• Work in time-sensitive situations under pressure in a user focused environment
• Meet internal metrics such as quality, performance SLAs and shift adherence
• Provide valid and complete information within the time limit using right methods/tools, follow up to ensure resolution
• Raise unresolved issues to appropriate internal teams
• Focused to achieve customer satisfaction and zero client or customer issues
• Keep records of customer interactions, document knowledge in the form of solution articles

THE QUALIFICATIONS INCLUDE

• High school graduate or equivalent is required, Bachelor’s degree in Information technology, Computer Science, or similar field preferred
• 6 months in a customer support role
• Comfortable working with modern customer support and productivity tools
• Experience using a ticket management system for work prioritization and daily workload management.
• Excellent interpersonal and communication skills
• Quality focus, documentation skills, analytical and problem-solving skills
• Ability to absorb sophisticated technical concepts and communicate them to a non-technical audience

please send resume to neeraj@reqroute.com