Job Description

Russell Tobin's client, an online food ordering company, is hiring a Customer Support Representative in San Francisco, CA.

Job Title: Customer Support Representative

Location : 100% Remote, Time-zone Flexible (Between ET and PST)

Job Type : Contract

Pay Rate: $19.43 -$21.43/hr.

Description

We are piloting an exciting new offering in the health sector and are seeking a Live Operations Specialist to join our small, dynamic team. In this role, you will be responsible for ensuring flawless execution of deliveries with a 0% error rate. Your primary focus will be on proactive outreach to delivery drivers and merchants, ensuring the highest quality of service. Success in this position requires strong communication, troubleshooting, organizational skills, and a passion for learning and growing.

As a strategic problem solver, you will become a subject matter expert in our new product and serve as the first line of defense to ensure that customers receive exceptional service, even when issues arise.

Key Responsibilities :

• Proactively identify issues and potential failures, implementing mitigation tactics
• Address merchant and delivery driver issues with empathy, urgency, and professionalism
• Spearhead and execute workflows to ensure exceptional service-level agreements (SLAs) are met
• Identify trends and communicate findings to improve processes across teams
• Develop expertise in our product, processes, systems, and tools
• Collaborate with a team that prides itself on providing world-class customer service in an innovative industry

Qualifications :

• Bachelor’s degree or equivalent work experience
• 2+ years in a fast-paced customer service role (technology, hospitality, or healthcare)
• Strong independent work ethic and motivation
• Natural problem solver, able to triage undefined issues
• Fluent in English with above-average technical fluency (typing speed of 40 WPM)
• Strong written communication skills, including the ability to adjust tone for various situations (formal and casual)
• Proficient with Google Sheets and general tech tools

Bonus Points :

• Familiarity with G-Suite, Slack, Atlassian, Salesforce
• Previous experience in healthcare

Logistics :

• This is a fully remote position with flexible working hours between 8am - 6pm CST, Monday through Saturday
• The role will focus on deliveries within the CT region

Benefits that Russell Tobin offers:

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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