Customer Support Representative-II - Lancesoft : Job Details

Job Description Job Title: Customer Support Representative IIJob Duration: 2 monthsEst. Pay Range: $18 to $21/hr on W2Work Type: RemoteProject OverviewWe are piloting white glove grocery delivery service. You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 0% error rate. This role is focused on Live Operations and will include proactive outbounds to our delivery drivers to drive exceptional quality. Job Functions & Responsibilities

• Ensure that the company is able to successfully execute deliveries with a 0% error rate.
• Proactive outbounds to our delivery drivers to drive exceptional quality.
• Be a strategic problem solver and become a subject matter expert in all things related to our new product.
• Be the first line of defense, ensuring that Company provides an exceptional service experience by setting upfront expectations or working through solutions when something goes wrong.
• Proactively reach out to dashers to set clear delivery 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.

Skills & Qualification

• Have strong communication, troubleshooting and organizational skills, and a desire to continue learning.
• Strategic problem solver and become a subject matter expert in all things related to our new product.
• Highly motivated individual that can work independently.
• Natural problem solver, willing to triage problems that may not have a pre-defined solution.
• Fluent in English and have above average technical fluency.
• Conversational proficiency in Spanish.
• Typing speed of 40 WPM.
• Effective written communication skills including top-notch grammar, spelling, and the ability to write both formally and casually using the Companys brand voice and tone.
• Above average in technological fluency - and are especially comfortable with Google Sheets Bonus points for.
• Familiarity with G-Suite, Slack, Atlassian, Salesforce.

Shift:**Monday to Sunday Starting from 8:00 am - 6:00 pm EST / CST / PST.*Completely Remote and Time Zone is Flexible.*Education, Experience & Certification

• Bachelors Degree or equivalent amount of work experience.
• 2+ years of work experience in a Fast-Paced Customer Service Role in Technology, Hospitality or Grocery & Convenience.
• Bilingual or Spanish is must.
• Previous experience in grocery & convenience.