Customer Service Representative (Customer Hero)

Customer Service Representative (Customer Hero) At SpotHero

Assist 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.

Key Responsibilities :

• Field inbound contacts from customers with questions or issues when using the SpotHero parking reservation service.
• 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 a 3.0 or higher performance snapshot score on a monthly basis.
• 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.
• Complete necessary follow up work in a thorough and timely manner.
• Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained.

Qualifications :

Core Competencies :

Contacts :

Tools :

Working Conditions & Physical Factors :

Office environment / Remote - 1-2x a week onsite

Career Growth Potential :

What We Offer :

Compensation :

This is a Non-exempt, hourly role with a pay rate of $20 / hr + a discretionary bonus.

At SpotHero, we Respect Fellow Drivers by providing an inclusive interview experience for everyone, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. Please let our team know of your need when you apply or as you begin interviewing with our team.

SpotHero is an equal opportunity employer. We know that a diverse workforce is the strongest workforce, and are committed to building and supporting an inclusive environment for all. PLEASE NOTE : This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the US and not require sponsorship for employment now or in the future.