Customer Support Representative

What are we looking for in our Customer Support Representative?

Russell Tobin's client, a food ordering and delivery company is hiring a Customer Service Representative to work remotely

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Employment Type: Contract/Remote

Pay rate: $13-$14/hr. DOE

Role Info & Responsibilities:

About this Role - fluency in Spanish required. Client is piloting white glove grocery delivery service. You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 0% error rate. This role is focused on Live Operations and will include proactive outbounds to our delivery drivers to drive exceptional quality. 

• You will be the first line of defense, ensuring that Client provides an exceptional service experience by setting upfront expectations or working through solutions when something goes wrong.
• You’re excited about this opportunity because you will… Proactively reach out to dashers to set clear delivery expectations and instructions
• Address ad-hoc dasher issues with empathy and urgency
• Spearhead & execute workflows that ensure we meet exceptional SLAs
• Identify trends & communicate findings to the broader teams to improve our processes Develop a deep expertise in our product, processes, systems, tools Be an early part of a collaborative team that prides itself with world-class customer service for a vital industry leading technology platform 

Your Skills and Expertise:

• You have a Bachelor’s degree or equivalent amount of work experience
• You have 2+ years of work experience in a fast-paced customer service role in technology, hospitality or grocery & convenience
• You are a highly-motivated individual that can work independently
• You are a natural problem solver, willing to triage problems that may not have a pre-defined solution
• You can speak fluent English and have above average technical fluency (typing speed of 40 WPM).
• You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using Client’s brand voice and tone
• You are above average in technological fluency - and are especially comfortable with Google Sheets Bonus points for... Familiarity with G-Suite, Slack, Atlassian, Salesforce Previous experience in grocery & convenience
• Conversational proficiency in Spanish Note on Logistics

Benefits that Russell Tobin offers:

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors. 

CB

Rate/Salary: $13-$14/hr. DOE