Customer Service Representative Jobs

ROLE:

The Customer Service Representative (CSR) will play a crucial role in solving the current bottleneck in our business. The goal of the CSR is to bridge the gap between our customers and sales team, ensuring a seamless and efficient buying experience.

By quickly responding to customer inquiries, providing product information, and assisting with purchasing decisions, the CSR will not only enhance customer satisfaction but also drive increased revenue for the company.

Joining our team as a CSR offers an exciting opportunity for fast growth and learning. As you interact with customers and gain valuable insights into their needs, you will develop a deep understanding of our products. This knowledge, combined with your exceptional communication skills, lays a solid foundation for a potential transition to a sales position within our company. This career progression provides you with new challenges, increased earning potential, and the chance to develop your sales and negotiation skills.

HOURS:

• 9 am - 5 pm PT

PAY:

• Team bonus based on performance
• Individual bonus based on performance
• $20/hr

RESPONSIBILITIES:

• Provide day-to-day support of customers, which includes real-time conversations (phone, live chat, and email).
• Identify trends or patterns in customer inquiries and share feedback with the management team for process improvement.
• Assign tickets to the appropriate sales representatives.
• Collaborate with the sales team to improve system for converting customer inquiries into sales.
• Resolve all support tickets in a timely manner.
• Consistently work to expand knowledge and expertise in wheel fitment.
• Ensure sales representatives follow up on assigned tickets.

WHAT SUCCESS LOOKS LIKE:

• Valuable process improvement suggestions
• Achieving average resolution time goals
• High percentage of first-contact resolutions
• Meeting response time targets
• Positive customer satisfaction scores

REQUIREMENTS:

• Extreme attention to detail
• Fluent in both English and Spanish
• Demonstrated prioritization skills
• Excellent written communication skills
• Previous experience with Zendesk or similar CRM
• Professional verbal communication skills
• 2+ years of Customer Service experience
• Track record of exceptional customer service

HOW WE COMMUNICATE:

• Daily communications via Slack
• Weekly 1:1 with manager
• Weekly Team meeting

ABOUT US:

We believe that buying a new set of wheels should be an exciting and hassle-free experience. We refuse to tolerate the confusion, frustration, and overwhelm that has become all too familiar in the wheel-buying experience. We believe there's a better way, and we're committed to making it happen. Simply put, our mission is to offer the world's simplest wheel-buying experience.

We do this by eliminating complexities at every step of the wheel-buying journey. Whether it’s browsing our selection, choosing the right wheels, seeking expert advice, making the purchase, or even returning the wheels, it’s our job to ensure the entire process feels effortless.

AUDIOCITYUSA CORE VALUES:

Our core values are the driving force behind every decision we make as a company. The right person for this role will deeply understand their importance and embody them in both their work and personal life.

Do it fast

Have a sense of urgency in everything you do. Be fast to communicate. Proactively remove bottlenecks and barriers. Don’t wait until tomorrow. Take immediate action.

Do it better

Seek continuous improvement. Use past mistakes to fuel future growth. Have the humility to acknowledge when you need help.

Make it happen

Be a problem-solver. Don’t wait for someone else to do it. Create the solutions yourself. Have a bias toward action.

Be an owner

Take personal responsibility for your results. Be the type of person who does their best whether or not someone’s watching. Go the extra mile.

Win together

Prioritize the team’s success over your own. Listen to each other and give candid feedback, even when it’s hard. Teach and support each other.

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