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information, please see:
https://illinoisjoblink.illinois.gov/jobs/11840340
At SpotHero, we work as a team to empower people to get everywhere,
easier! Were rapidly growing with the mission of bringing the parking
industry into the future through technology. Drivers across the nation
use the SpotHero mobile app or website to reserve convenient, affordable
parking in advance, on-the-go or through their connected cars, and
parking companies rely on us to help them reach new customers while
optimizing their business. We connect the dots with cutting-edge
technology, delivering value to both sides of this exciting, evolving
marketplace.
What is a Customer Hero @ SpotHero?
The Customer Hero assists customers in resolving daily parking issues.
Escalate issues that need further analysis to other departments. Educate
customers to prevent future contacts. Overall goal to provide
exceptional experience for customers and leave a positive impression of
SpotHero.
Role and responsibilities:
- Field inbound contacts from customers with questions or issues when
using the SpotHero parking reservation service.
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- - Fielding all phone contacts
- Assist with support email contacts between phone calls
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- Answer 95% or more of calls offered.
- Keep after call work at or below 100 seconds on average.
- Follow static and daily schedules accurately to be available for
customers.
- Maintain 90% QA score on average.
- Maintain customer satisfaction scores at or above company standards.
- Ensure SpotHero persona is on brand by maintaining a positive and
empathetic tone on phone calls.
- Assist with projects to support customer satisfaction
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- - Projects include tasks such as contacting customers when an
event is canceled or processing refunds
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- Complete necessary follow up work in a thorough and timely manner.
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- - Follow up work includes leaving relevant notes and tags so that
data can be passed to other departments, which allows us to
improve our product. This work also ensures that if the customer
needs to call back in, we can assure they have a seamless
experience and pick up the contact easily.
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- Secure and safeguard data to preserve its integrity, reliability,
and availability and ensure appropriate access levels are
maintained.
Who you are:
- Adaptive - Learns and accepts change in policies and procedures
quickly.
- Attentive -Actively listens and is able to stay in the moment.
- Communication - Communicates effectively and efficiently both
verbally and in writing.
- Customer-Focused - Maintains committed to the SpotHero persona so
the marketplace brand is sustained.
- Efficiency - Answers 95% of calls or more each shift.
- Empathy - Shares care and concern for another\'s situation.
- Enjoy What You Do - Is presently at work allowing customers to hear
enthusiasm during interaction.
- Patience - Remains calmly focused on resolving customer issues.
- Policy Adherence - Ensures proper policies and procedures are
followed and limits unnecessary credits and effect on the bottom
line.
- Positivity - Ensures positive language and tone is used when dealing
with customers focusing on what can be done versus what cannot.
- Problem-Solve - Assesses situations quickly and provides creative
solutions for resolution.
- Product Knowledge - Takes the time to know SpotHero\'s product to
help improve overall performance.
- Team Oriented - Works well within and across departments.
- Time Management - Ensures performance helps maintain desired service
levels.
What you br ng:
- 1 year of customer/client facing experience
- Ability to problem solve in a fast-paced, constantly evolving
environment
- Computer proficiency; experience working with CRM and Google
Workspace a strong plus