Note: The job is a remote job and is open to candidates in USA. Vehlo is a provider of repair shop technology, aiming to enhance the auto repair industry through innovative software and financial solutions. The Customer Support Specialist will play a crucial role in delivering excellent customer experiences by providing direct support to business owners and collaborating with internal teams to resolve issues.
Responsibilities
- Provide frontline customer support through phone, email, chat, text messaging, through our ticketing system
- Handle account maintenance requests, reconciliation questions, funding research, and general support inquiries
- Assist merchants with payment-related questions, product adds, equipment requests, and account updates
- Support customers with fraud, risk-related, and high-ticket inquiries while partnering with internal departments as needed
- Identify and escalate technical issues to the Technical Support team when appropriate
- Manage a fast-paced workload that includes inbound/outbound calls and active support cases simultaneously
- Utilize critical thinking and problem-solving skills to resolve customer issues
- Navigate multiple systems and tools to research accounts and provide accurate information efficiently
- Deliver excellent customer experiences measured through quality assurance and customer satisfaction metrics
- Contribute feedback, process improvements, and Knowledge Base content to support team growth and operational efficiency
- Partner with sponsoring banks, software vendors, and internal teams to support merchants effectively
- Other duties as assigned
Skills
- 1-2 years of previous call center experience
- Excellent verbal and interpersonal communication skills
- Enjoys working with clients and sales reps over the phone
- Able to assess challenging situations and find opportunities for improvement
- Able to accurately follow customer workflows in a fast-paced environment
- Availability for occasional overtime hours
- Hardworking but with a sense of humor and ability to have fun!
- Bilingual preferred
Benefits
- Medical, dental, vision, and life insurance
- 401(k) with company match
- Paid time off and holidays
- Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards
- This role may be performed in a remote, hybrid, or office-based environment depending on business needs.
- Ability to commute to the designated office location 4 days per week
- Ability to transport necessary work equipment between home and office, if applicable
Company Overview