Customer Support Representative - Remote | WFH

Base Salary Range: $20.20 - $22.84/hr

Location: Remote

Bonus Eligibility: This position is also eligible for a bonus based on the terms of the company's bonus plan.

Pay Transparency

The salary range provided is a general guideline and not a guarantee of compensation. Factors such as experience, education, skills, and internal equity will be considered when extending an offer.

About Us

We are a leading Dealership Management System (DMS) software company dedicated to innovation and opportunity in the automotive retail industry. Our mission is to enhance the productivity and success of automotive retailers through our cutting-edge products and services. We pride ourselves on creating a supportive and collaborative environment where our team members can thrive and grow. Our culture is built on ambition, collaboration, and passion, and we value the genuine connections we make with each other.

Who You Are

As a Customer Support Representative, you will play a key role in ensuring our users have a positive experience with our DMS software. You will provide top-notch support by guiding customers through system functions, resolving software and hardware issues, and addressing inquiries efficiently. Your proactive approach will help enhance the customer experience by recommending tailored services and products. In this role, you will be a positive representative of our company, committed to exceptional service in a call center environment, and will contribute to daily departmental tasks.

What You'll Do

• Handle incoming support calls, emails, or chats from automotive dealerships in a high-volume call center.
• Address user inquiries related to DMS software operations and resolve problems.
• Assist users with software applications and printer installations.
• Communicate clearly and effectively with customers both verbally and in writing.
• Maintain an organized and up-to-date queue of customer inquiries and support cases.
• Follow up on open cases to ensure timely resolution.
• Serve as the primary contact for dealership software-related issues.
• Collaborate with customers, vendors, and internal teams to achieve the highest level of satisfaction.
• Document client issues accurately in CRM software and ensure clarity.
• Maintain composure and provide a calming influence in stressful situations.
• Work with colleagues and management in a team-oriented environment.
• Report software defects or urgent issues to the development team promptly.
• Continuously train on new system features and updates.
• Identify and present opportunities for additional products and services.
• Provide knowledge-base documentation to support customer self-service.
• Review daily correspondence from the company and leadership.
• Be available for some evening shifts, Saturdays, and holiday hours as needed.
• Perform other duties to support our vision, mission, and values.
  
  

Required Skills & Abilities

• Excellent verbal and written communication skills.
• Outstanding interpersonal and customer service skills.
• Ability to identify customer needs and match them with appropriate products and services.
• Strong organizational skills and attention to detail.
• Effective time management and ability to meet deadlines.
• Proficiency in learning and mastering technical software.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and delegate when necessary.
• Comfortable working in a fast-paced and dynamic environment.
• Proficient with Microsoft Office Suite.
  
  

Preferred Skills & Abilities (Nice-to-haves)

• Familiarity with Salesforce and call center software.
  
  

Education And Experience

• High school diploma or equivalent required.
• At least two years of related experience preferred.
  
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
  
  

What You'll Love About Us

• Great Company Culture: Recognized for our outstanding workplace culture and wellness initiatives.
• Rest and Relaxation: Flexible Time Off to support work-life balance.
• Health Benefits: Comprehensive medical, dental, and vision insurance options.
• Prepare for the Future: 401(k) plan with a generous company match.
• Work/Life Balance: Flexible schedules, parental leave, paid caregiver leave, and volunteer time off.
• Pets are Family Too: Pet insurance for your furry family members.
• Continuous Learning: Tuition reimbursement to support your growth and curiosity.
  
  

We are committed to providing equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, gender identity, national origin, age, disability, or any other protected status.

If you believe you are a great fit for this role, we encourage you to apply and start a conversation with us.

Employment Type: Full-Time