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Customer Service Representative

5 months ago


Carrollton, United States Tao Motor Inc Full time
Job DescriptionJob DescriptionSalary: $18 - $22/hr

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