Job Title:
Customer Service Representative (Bilingual Preferred)
Location: Remote position- *must be in metropolitan areas of Philadelphia PA or Las Vegas NV*
Reports to: Customer Service Supervisor
Type: Full-Time, Permanent, Four-day workweek
Hours: Friday-Monday 1:30pm-10:00pm EST
Founded in 2014, Bike Transit is a woman-owned business that operates and manages the Philadelphia, Los Angeles, and Las Vegas bike share programs as well as a nationwide customer service call center. Our mission is to operate bike share systems that create connections in our communities and protect our planet. Bike Transit employees provide safe, seamless, reliable, and memorable customer experiences, and create mutually-rewarding relationships with our riders, suppliers, and clients. We are currently looking for a dedicated Customer Service Representative to join our team!
Customer Service Representatives support bike share customers across multiple systems. They are committed to creating an exceptionally positive customer experience and have a solid understanding of the technical aspects of our systems. They are passionate communicators when inspiring customers to use bike share and have strong interpersonal skills. This is an entry-level position, with room for advancement based on performance.
*Position will work remotely/from home; applicants must be located in metropolitan areas of Philadelphia or Las Vegas*
A few of the benefits we offer:
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Competitive compensation package
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Affordable medical, dental and vision insurance options
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401k with up to 4% employer match
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Up to 3 weeks PTO & up to 1 week STO per year
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4-day workweek
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Paid parental leave
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Free bike share memberships
Duties and Responsibilities:
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Provide prompt, professional, and enthusiastic assistance to customers through multiple communication channels, including phone, email, text messaging, and live chat.
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Ensure online availability to take customer calls throughout your entire shift, except for scheduled breaks and wrap time. This is a high-volume contact center and representatives can anticipate resolving more than 70-100 tickets per shift and should demonstrate the ability to handle increased volume during peak/busy periods.
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Deliver the highest level of customer support to all customers in every contracted city we serve. Representatives are responsible for assisting customers across 25 to 40 different bike share programs and brands nationwide. Conduct thorough investigations of customer service issues, demonstrating a proactive approach to identify effective solutions.
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Skillfully de-escalate and resolve challenging situations involving dissatisfied customers, ensuring their concerns are addressed in a professional and satisfactory manner.
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Complete detailed, comprehensive, and clear ticket documentation for all customer interactions
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Inspire customers to become and remain passholders and create a lasting positive impression.
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Monitor system and perform regular system maintenance, including but not limited to contacting customers with account issues and performing overdue bike audits.
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Effectively use customer service software to complete clear and thorough documentation for all customer interactions.
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Follow Standard Operating Procedures
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Escalate issues to management as appropriate, including but not limited to customer concerns and updates to policies and procedures.
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Stay updated on new products and services from all bike share programs we support.
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Other duties as assigned
Education and/or Work Experience Requirements:
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Minimum two years of related experience
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Bilingual English/Spanish proficiency preferred
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Positive and upbeat attitude
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Ability to problem solve and remain calm under pressure
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Ability to prioritize and multi-task in a rapidly changing and fast-paced environment
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Excellent written and verbal communication skills
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Excellent organization skills and ability to meet deadlines
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Strong computer/software skills
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Self-starter
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Interest in bike share a plus
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Comfort riding a bike in the city is a plus
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Must be able to work flexible hours, including nights, weekends, and holidays
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Must be able to type, speak/hear on the phone, and use equipment including but not limited to headsets
Physical Requirements and Special Demands:
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This position will be expected to work 30+ hours, subject to seasonal fluctuations and staffing needs. Shift hours will be 1:30pm-10:00pm ET/10:30am-7:00pm PT (Friday-Monday) after initial 30-day training period. Remote/work from home is required. (Schedule subject to change based upon business needs)
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Attend weekly team meetings virtually as scheduled.
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Requires a reliable internet connection and an environment to take calls where quiet & customer privacy can be assured
*Please be prepared to provide up to 3 professional references*
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Equal Opportunity Employer M/F/V/D