Customer Support Representative - Canada/Eastern Time Zone (Bilingual French & English) at Shopmonkey

Shopmonkey

Canada·3h ago

Mid LevelFull-timeRustAWSGo

Salary Range

$33,150 - $44,850 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Customer Support professional to join our team at Shopmonkey. This role is crucial for building loyalty with our Auto Repair Shops and growing our customer base. You will deliver effective relationship-based customer service and act as a critical touchpoint between Shopmonkey and our valued customers.

Key Responsibilities

→Learn about the Shopmonkey product suite and automotive industry
→Use a relationship-based approach to deliver best-in-class service to our customers
→Gather necessary Auto Shop information, access and fulfill their needs, and document interactions
→Respond to Auto Shop complaints and service-related inquiries professionally and compassionately
→Manage workload, maintain assigned schedule, and attendance standards
→Handle incoming requests from Auto Shops and ensure issues are resolved promptly and thoroughly
→Utilize tools and resources to make appropriate recommendations to our customers on how to effectively utilize the Shopmonkey platform
→Maintain a balance between company policy and customer benefits in decision making
→Meet department performance standards for servicing and responding to all service call queues, chat, and email
→Analyze and report trends from Auto Shops feedback to determine needed process improvements
→Ensure all business-related items are successfully and professionally communicated both internally and externally
→Evaluate and identify opportunities to drive process improvements that positively impact the customer experience

Requirements

✓1-3 years of customer support experience, preferably in a high volume call center environment
✓Fluent in both English and French
✓Able to work Eastern time zone hours Monday through Friday
✓Clear, professional, friendly, and informative communication style
✓Enjoy creative problem solving and experiencing new challenges
✓Self-directed learner and highly motivated
✓Thrive in a dynamic and collaborative startup environment
✓Adapt quickly to changing priorities and evolving customer needs