GOTRAX is an electric scooter/bike startup based in Carrollton, TX. Opening May 2017, we're now the second largest electric scooter manufacturer in the world. Our dedicated customer support team has an opening for 3 to 5 driven individuals. This role reports to Customer Service Manager, Operations Dept, Warehouse Management.
Job Summary:
The ideal candidate will be an independent worker, fast learner, self-motivated, personable, detail-oriented, reliable, and organized professional capable of handling hundreds of client support tickets while utilizing outstanding customer service. Responsible for all procedures relating to the escalated Tier 2 support of our clientele and warehouse repair crews.
Job Description:
- Responsible for reviewing, troubleshooting, and assisting priority customer support tickets.
- Monitoring active repair requests and analysis of patterns involving product defects or repeating customer concerns.
- Must be able to learn product parts and repair techniques, in order to recommend best solutions to customers.
- You will be a liaison between the repair mechanics and customers who seek warranty repair service.
- If a part or troubleshooting technique is available to use, you will recommend it as a solution to a customer’s service inquiry.
- A positive, cheerful and eager to learn attitude is not only encouraged, it is required to succeed at Gotrax! You will be interacting with clients who need helpful support.
- Must be able to multitask across several conversations/repair scenarios while maintaining communication with support/warehouse/operations department staff.
- Interfacing with repair shops and wholesale product retailers will be a part of this role.
- Motivated self-starters are encouraged to apply.
Roles and Responsibilities:
Under the direction of leadership, roles and responsibilities include but are not limited to:
-
Answering and promptly responding to department calls and electronic service inquiries.
- Facilitating new service appointments and managing the schedule of client repairs
- Acting as the liaison between clients, repair crew, vendors, and management
- Building strong relationships with new and existing clients and vendors
- Carrying out effective, efficient operating and administrative policies
- Collaborating with others on a variety of projects
- Creating and editing professional documents and communication
- Maintaining all client relationships via outbound calls, emails, and service reminders/updates
- Performing long-term projects in an organized and efficient manner
- Reconciling requests and orders throughout multiple company databases
Skills:
- Attention to detail.
- Outstanding customer service skills
- Multi-tasking ability
- Consistent punctuality, reliability, friendliness, and professionalism, even while under pressure
- Excellent Microsoft computer skills and proficiency in Google Calendar, Docs, Excel, Word, and other similar administrative programs
- Ability to handle multiple requests and inquiries in a professional, friendly, timely, and upbeat manner.
- Excellent time management and independent prioritization
- Positive and self-motivated
- Strong project management
- Excellent communication: interpersonal, written, verbal.
- Excellent spelling, grammar, and proof-reading
- Flexible team player and willing to learn and take on new tasks.
- Maintain confidentiality in all aspects of work.
- Must be a problem solver and address issues without direction.
- Must be willing to make a long-term commitment.
Requirements:
- High school diploma or GED
- Must be 18+
- Must be able to pass a background check.
- Must be able to pass a drug screening.
- Must have reliable transportation to and from work every day.
- Must be legally able to be employed in the United States
- Ability to interact professionally and respectfully with all clients, employees, and those from external organizations.
- Experience in the electric vehicle industry is preferred.
Benefits:
- Three (3) days Sick PTO, five (5) days' Vacation PTO, and Seven (7) Company paid holidays per year.
- Paid Paternity (2 weeks) and Maternity Leave (6 weeks).
- Employee Medical/Dental/Vision Insurance (75% company paid, 25% employee paid).
- Workers’ Comp Insurance coverage.
Job Type: Full Time
Work schedule and Location:
- Monday to Friday, 8:30 AM – 5:30 PM may vary.
- 2201 Luna Rd, Carrollton, TX, 75006
We are an equal opportunity employer, a drug-free workplace, and participates in the DHS E-Verify program.
This is for immediate hiring. We would love to hear from you!!