Customer Support Representative - U.S. based

As a customer service enthusiast, you will recognize that our network of Auto Repair Shops is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Customer Support job with Shopmonkey. As the driving force in building loyalty with our Auto Repair Shops and growing our existing Customer base, you’ll deliver effective relationship-based customer service in support of the department. You’ll tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth. Liaise between our Auto Shop customers and cross-functional internal teams to ensure innovative, individualized solutions, satisfying the ever-changing needs of our Customer base. Through it all, your ability to form a trusted bond, listen attentively, and respond to all Auto Shop inquiries will make you the critical touchpoint between Shopmonkey and our valued Customers.  Please note this is a hybrid role, with in-office expectations 3 days per week  on-site in our Morgan Hill, California office, and 2 days working remotely. Shopmonkey is a growing and changing startup, so this role will include variety, change, challenges, and creativity in designing solutions, which goes beyond the typical support role.    You will have the opportunity to: Learn all about the Shopmonkey product suite and automotive industry Use a relationship-based approach, deliver best-in-class service to our Customers Thoroughly and efficiently gather all necessary Auto Shop information, access and fulfill their needs, educate the Shop where applicable to prevent the need for future contacts, and document interactions through contact tracking Respond to Auto Shop complaints and service-related inquiries professionally and compassionately. Work with the Customer Support Management team to successfully address escalated Customer concerns . Effectively manage workload, maintain assigned schedule, and attendance standards. Professionally handle incoming requests from Auto Shops and ensure that issues are resolved both promptly and thoroughly. Utilize tools and resources on every email, call or chat 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. Support Metrics:  Meet department performance standards for servicing and responding to all service call queues, chat, and email while adhering to schedules, and maintaining attendance standards Analyze and report trends from Auto Shops feedback, to determine needed process improvements Communication: Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally Continuously evaluate and identify opportunities to drive process improvements that positively impact the experience our Auto Shops go through We are looking for people who: Have 1-3 years of customer support experience in a high volume call center environment, supporting clients by phone, email and chat Have a clear, professional, friendly and informative communication style Enjoy creative problem solving and experiencing new and different challenges everyday Are self-directed learners and highly motivated Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity. Adapt quickly to changing priorities and evolving customer needs Bonus Points: Enthusiasm to work evening or weekend shifts Experience in hospitality, automotive industry, call center, or fast-paced startup Able to take direction from peers and managers The ability to speak Spanish is a plus As a nice plus, truly appreciate cars and/or are familiar with the automotive industry This is a full-time, non-exempt position that will be compensated within a range of $20-$25/hour. This position is also eligible for standard company benefits. Why Shopmonkey?  Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks ( benefits below are mainly for U.S. based, full-time employees). Other benefits vary upon location outside of the United States, and employment status: 💪🏼 Health & Wellness  Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date  Short term and long term disability  Employee assistance program Reimbursement for a personal health and wellness membership   Generous parental leave  401(k) available upon hire  ✈️ Time Off  11 paid holidays  Flexible time off - take the time off you need!  🥰 Giving Back  Matching donations for approved charitable organizations  Group volunteer efforts  Check out our founder’s story , life page , or hear from real employees about what it’s like to work at Shopmonkey. Join our team of hungry, humble, smart people who love what they do, and change the auto industry by helping every shop thrive. About the Industry The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience. About Shopmonkey Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform.  Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to chan