Customer Support Specialist

As a Customer Support Specialist at Roadie, you're responsible for being the first point of contact for customers and partners. You'll provide support via phone, email, and text, ensuring all queries and concerns are addressed promptly and effectively. Part of your role is to actively listen to customers, monitor in-progress deliveries, and manage non-standard delivery situations with professionalism and urgency.

To apply for the Customer Support Specialist position at Roadie, candidates should have a minimum of 1 year of customer service experience, ideally within a technology or logistics environment. Strong written and verbal communication skills are essential, along with the ability to problem-solve efficiently. Experience with Salesforce is a plus, and a flexible approach to working non-standard hours is necessary.

A Customer Support Specialist at Roadie enjoys a full-time work schedule comprising of a 4-day workweek. You should be prepared to work non-traditional hours, including evenings, weekends, and holidays, to ensure our customers receive the support they need, whenever they need it.

Roadie values professional growth and offers various benefits for its Customer Support Specialists, including tuition assistance and student loan repayment support. This commitment to education and development helps team members enhance their skills while working in a supportive and innovative environment.

Roadie offers an attractive benefits package that includes competitive compensation, fully covered health insurance premiums, a 401k plan with company matching, generous PTO, and monthly stipends for working from home. Additionally, the unique work schedule allows for balanced life commitments.

When addressing difficult customer interactions, I remain calm and empathetic. I would actively listen to the customer's concerns, confirm their issues, and assure them that I'm here to help. Then, I would work towards finding a suitable solution, engaging them throughout the process to ensure they feel valued and understood.

In a previous role, a customer was dissatisfied due to a delayed delivery. I listened empathically, checked the order status in real-time, and issued an apology. Then, I expedited the delivery and provided a discount for the inconvenience. The customer appreciated the follow-up and became a loyal advocate for our services.

I have experience using various customer service platforms, including Salesforce for tracking and managing customer inquiries. Additionally, I'm comfortable utilizing communication tools such as email, chat, and phone systems, ensuring that I adapt to different workflows as necessary.

I prioritize my tasks by assessing the urgency and complexity of each inquiry. I focus on resolving high-impact issues first while keeping detailed logs of all interactions. This way, I ensure every customer feels attended to, and no requests fall through the cracks.

Empathy is essential in customer support because it allows us to connect with customers and understand their feelings and frustrations. By showing empathy, I can build trust and rapport, ensuring customers feel heard and valued, which often leads to positive outcomes.

When dealing with frustrated customers, my strategy involves active listening and maintaining a calm demeanor. I acknowledge their feelings, validate their concerns, and reassure them that I’m committed to finding a resolution, all while providing consistent updates throughout the process.

I ensure the best customer experience by being attentive and proactive. I strive to fully understand the customer’s needs and preferences, take timely action to resolve their issues, and follow up to ensure satisfaction. My goal is always to exceed their expectations.

In my previous role, I encountered a situation where a system outage impacted our service. I quickly switched to providing updates via phone and email instead of the usual chat support, ensuring customers were informed. This adaptability helped maintain our trust and credibility during a challenging time.

I genuinely enjoy helping others and finding solutions to problems. In customer support, each interaction presents a unique challenge, and there's great satisfaction in turning a stressful situation into a positive experience for someone else.

I believe feedback is a valuable tool for personal and professional growth. I welcome constructive criticism and actively seek it. If there’s an area for improvement, I commit to integrating that feedback into my workflow, striving to continuously enhance the quality of support I provide.