Offer summary

Qualifications:

Bachelor’s degree or equivalent work experience, 2+ years in a fast-paced customer service role, Strong communication, troubleshooting, and organizational skills, Fluent in English with above-average technical fluency..

Key responsibilities:

Proactively reach out to delivery drivers to set clear expectations

Address ad-hoc issues with empathy and urgency

Identify trends and communicate findings to improve processes

Develop expertise in product and ensure exceptional service experience.

Job description

Job Details:
Title:                       Customer Support Representative-III
Work Location:     100% Remote
Duration :              2+ months
Schedule:             Willing to work an 8 hour shift 7days/wk..

Job Description

You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 100% delivery rate.
This role is focused on Live Operations and will include proactive outbounds to our delivery drivers to drive exceptional quality.
To succeed in this role you will need to have strong communication, troubleshooting and organizational skills, and a desire to continue learning.
You’ll be a strategic problem solver and become a subject matter expert in all things related to our new product.
You will be the first line of defense, ensuring that client provides an exceptional service experience by setting upfront expectations or working through solutions when something goes wrong.

You’re excited about this opportunity because you will…

Proactively reach out to dashers to set clear order expectations and instructions
Address ad-hoc dasher issues with empathy and urgency
Spearhead & execute workflows that ensure we meet exceptional SLAs Identify trends & communicate findings to the broader teams to improve our processes
Develop a deep expertise in our product, processes, systems, tools Be an early part of a collaborative team that prides itself with world-class customer service for a vital industry leading technology platform We’re excited about you because.

Experience:

You have a Bachelor’s degree or equivalent amount of work experience
You have 2+ years of work experience in a fast-paced customer service role in technology, hospitality or grocery & convenience
You are a highly-motivated individual that can work independently
You are a natural problem solver, willing to triage problems that may not have a pre-defined solution
You can speak fluent English and have above average technical fluency (typing speed of 40 WPM).
You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using client’s brand voice and tone
You are above average in technological fluency - and are especially comfortable with Google Sheets
You are conversationally proficient in both spanish and english

Bonus points for

Familiarity with G-Suite, Slack, Atlassian, Salesforce Previous experience in grocery & convenience.

Employee Benefits:

At LanceSoft, full time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:
Four options of medical Insurance
Dental and Vision Insurance
401k Contributions
Critical Illness Insurance
Voluntary Permanent Life Insurance
Accident Insurance
Other Employee Perks