Customer Service Representative (Customer Hero) - SpotHero

At SpotHero, we work as a team to empower people to get everywhere, easier! We’re rapidly growing with the mission of bringing the parking industry into the future through technology. Drivers across the nation use the SpotHero mobile app or website to reserve convenient, affordable parking in advance, on-the-go or through their connected cars, and parking companies rely on us to help them reach new customers while optimizing their business. We connect the dots with cutting-edge technology, delivering value to both sides of this exciting, evolving marketplace. 

What is a Customer Hero @ SpotHero? 

The Customer Hero assists customers in resolving daily parking issues. Escalate issues that need further analysis to other departments. Educate customers to prevent future contacts. Overall goal to provide exceptional experience for customers and leave a positive impression of SpotHero.

Role and responsibilities:

• Field inbound contacts from customers with questions or issues when using the SpotHero parking reservation service.
  • Fielding all phone contacts
  • Assist with support email contacts between phone calls
• Answer 95% or more of calls offered.
• Keep after call work at or below 100 seconds on average.
• Follow static and daily schedules accurately to be available for customers.
• Maintain 90% QA score on average.
• Maintain customer satisfaction scores at or above company standards.
• Ensure SpotHero persona is on brand by maintaining a positive and empathetic tone on phone calls.
• Assist with projects to support customer satisfaction
  • Projects include tasks such as contacting customers when an event is canceled or processing refunds
• Complete necessary follow up work in a thorough and timely manner. 
  • Follow up work includes leaving relevant notes and tags so that data can be passed to other departments, which allows us to improve our product. This work also ensures that if the customer needs to call back in, we can assure they have a seamless experience and pick up the contact easily.
• Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained.

Who you are:

• Adaptive - Learns and accepts change in policies and procedures quickly.
• Attentive -  Actively listens and is able to stay in the moment.
• Communication - Communicates effectively and efficiently both verbally and in writing.
• Customer-Focused - Maintains committed to the SpotHero persona so the marketplace brand is sustained.
• Efficiency - Answers 95% of calls or more each shift.
• Empathy - Shares care and concern for another's situation.
• Enjoy What You Do - Is presently at work allowing customers to hear enthusiasm during interaction. 
• Patience - Remains calmly focused on resolving customer issues.
• Policy Adherence - Ensures proper policies and procedures are followed and limits unnecessary credits and effect on the bottom line.
• Positivity - Ensures positive language and tone is used when dealing with customers focusing on what can be done versus what cannot.
• Problem-Solve - Assesses situations quickly and provides creative solutions for resolution.
• Product Knowledge - Takes the time to know SpotHero's product to help improve overall performance.
• Team Oriented - Works well within and across departments. 
• Time Management - Ensures performance helps maintain desired service levels.

What you bring:

• 1 year of customer/client facing experience
• Ability to problem solve in a fast-paced, constantly evolving environment
• Computer proficiency; experience working with CRM and Google Workspace a strong plus