LA2050
Bicycle Transit Systems

​Customer Service Representative

Employment type
Full Time
Posted
about 1 month ago
Location
Los Angeles, CA
Description

Title: ​Customer Service Representative

Reports to:​ Customer Service Manager

Rate:​ $15.00 per hour, plus benefits

Schedule/Hours:​ This position will be expected to work 40 hours, mostly scheduled for 1:30- 10:00pm shift. Department Operating hours are 7:00 AM to 10:00 PM, 7 days a week. Weekend availability required.

Start date: June 2017

Summary: ​Customer Service Representatives work in our Los Angeles-based customer service center to support bike share customers. They are committed to creating an exceptionally positive customer experience and have a solid understanding of the technical aspects of our systems. They are passionate communicators when inspiring customers to use bike share and have strong interpersonal skills. We are looking for energetic candidates with a passion for bikes, sustainability and the Los Angeles area.

Duties and Responsibilities:

  • Respond to all customers and potential customers in a timely, professional, and enthusiastic manner via multiple channels, including but not limited to phone, email, text, and live chat
  • Assist all customers with the highest level of customer support
  • Investigate customer service issues and find solutions
  • Complete detailed customer service tickets for all customer interactions
  • Inspire customers to become and remain passholders, and create a lasting positive impression
  • Monitor system and perform regular system maintenance, including but not limited to contacting customers with account issues and performing overdue bike audits
  • Effectively use customer service software to complete clear and thorough documentation for all customer interactions
  • Fulfill and mail new passes and membership welcome packets
  • Follow Customer Service SOPs
  • Keep abreast of new company products and services
  • Other duties as assigned


Qualifications:

  • Minimum 2 years of related experience
  • Fluency in Spanish or Chinese a plus
  • Proficiency with Zendesk
  • Strong computer/software/Excel skills
  • Positive and upbeat attitude
  • Ability to problem solve and remain calm under pressure
  • Communicate professionally to customers in a verbal and written format
  • Excellent organization skills and ability to meet deadline
  • Self-motivated and highly organized with a strong attention to detail
  • Interest in bike share a plus
  • Must be able to work flexible hours, including nights, weekends, and holidays
  • Must be able to type, speak/hear on the phone, and use equipment like headsets
To apply

Please apply though Indeed or send an email to [email protected]. Include your resume and a cover letter briefly outlining your ability to meet the qualifications. An email should include your name and the position title in the subject line. Should you advance in the interview process, three professional references will be required.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Equal Opportunity Employer M/F/V/D