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Customer Operations Specialist

3 months ago

Culver City, United States Wombi Full time

The Customer Operations Specialist at Wombi, is a pivotal role focusing on delivering exceptional customer service while providing operational support. The primary responsibility is to represent the Wombi brand professionally and ensure an outstanding customer experience

**Description**:
**We are** Los Angeles’ first full-service subscription ebike service built to cater to individuals and families' unique transportation needs. We offer ebike subscriptions at an affordable price that include maintenance, repairs, insurance, and roadside assistance as well as the whole gamut of accessories for those looking to be car-free while cruising around the City of Angels. We couldn’t leave out that we’re the first group in the US to partner with Tern - one of the best e-cargo bike companies in the worldWombi believes that ebikes are not only fun, but they are also the future of affordable and sustainable travel. Since launching in summer 2023, we have quickly gained popularity for our commitment to innovation, eco-friendliness, and customer satisfaction. Our mission is to make LA the most bikeable city in the US, so we’ve prioritized making biking accessible, convenient, and fun Above all, we're committed to revolutionizing urban mobility by encouraging smarter, greener, and more enjoyable travel options for everyone.**How you drive success**:

- Provide exceptional customer service at all touchpoints, including test rides, handovers, and service events, both on-road and in-store.
- Assist in coordinating the customer service experience by booking, scheduling, and supporting in-store and mobile service events.
- Develop basic bike maintenance skills to diagnose customer bike issues effectively.
- Contribute insights into service process design to enhance the customer experience and guide system and process improvements.
- Assist in preparing Wombi's fleet of LEVs to a precise and premium standard, ensuring consistent quality, performance, and appearance across the eBike fleet.
- Organize and attend community events to raise awareness of Wombi and position eBikes as a true car alternative.
- Regularly utilize Wombi eBikes for work-related travel, commuting, and product evaluation and testing.
- Process paperwork, orders, contracts, reports, and provisioning accurately and in a timely manner in accordance with Wombi policies.
- Maintain and update client records databases and CRM with the latest information.
- Stay updated on all Wombi business systems and attend scheduled training sessions and meetings.
- Ensure compliance with security and privacy procedures regarding company assets, contracts, stock, and financial information.
- Foster effective working relationships with team members and management and adhere to directives from the manager.
- Follow all business and operational policies and procedures to maintain a safe and clean work environment.
- Ensure replenished stock appears and performs 'like new' before customer delivery
- Support the achievement of key fleet metrics, including customer tenure and utilization rate. Assist in achieving Cost of Sales targets.
- Meet expected customer contact and servicing targets aligned with Wombi SLAs. Maintain customer feedback rates.
- Special projects as needed

**Success Factors**:

- High School Education or equivalent
- Minimum of 2 years' experience in a customer service role.
- Must be over 18 years of age
- Ability to manage and organize work systematically, accurately, and timely.
- Demonstrated ability to work effectively in a team environment.
- Excellent attention to detail and ability to follow strict work procedures.
- Proficiency in completing systems and administrative tasks thoroughly.
- Strong problem-solving skills with the ability to identify and implement solutions
- Excellent interpersonal and communication skills.
- Professional presence and empathy with customers.
- Ability to handle demanding situations and accommodate varying levels of urgency.
- Enthusiastic about further developing abilities.
- Adaptability to work in a fast-paced environment.

**Work Conditions**:

- Work primarily takes place indoors in a retail or office environment, with occasional outdoor activities such as community events.
- May require work during evenings, weekends, or holidays to accommodate customer needs and special events.
- Must be comfortable working in a fast-paced and dynamic startup environment

**Physical Demands**:

- Regularly required to stand, walk, and move around the store or outdoor events for extended periods.
- Occasionally required to lift and carry objects weighing up to 50 pounds, such as eBikes or equipment.
- Must be able to bend, stoop, kneel, and reach to perform various tasks related to bike maintenance and customer service.

**Why Join Us?**
- Innovation at the Core: Join a team that thrives on innovation. We embrace creativity and encourage out-of-the-box thinking to revolutionize the way people experience urban transportation.
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