Customer Service Specialist
Life at Superpedestrian is about creating the magic that people feel when they ride the Copenhagen Wheel. We are seeking a Customer Service Specialist who will serve our customers by providing them with product information and helping resolve service issues. You should have significant experience in direct customer service, and a history of exceeding your performance indicators. Familiarity with CRM systems and practices is a must. We are looking for a highly motivated individual who is adept at operating effectively during periods of high pressure while maintaining consistent results.
What you’ll do:
- Provide our customers with accurate and complete information using multiple systems and customer relations tools.
- Respond directly and independently to customer service inquires and recommend escalation of cases if needed.
- Be empowered to implement original resolutions and create new service protocols.
- Effectively prioritize and manage your own time while responding to a diverse range of customer inquiries.
- Work closely with engineers, software developers, product managers and other support staff to provide comprehensive technical support for all of our products.
- Engage with our customers in person and digitally using Salesforce Service Cloud, social media, live chat, and phone.
- Assist in the creation of outgoing customer communications and participate in case review sessions.
- Provide in-depth product demonstrations as needed.
What we’re looking for:
- Proven experience in direct customer service with use of CRM systems.
- The ability to provide compassionate, empathetic responses and solutions to complex problems.
- The ability to independently provide accurate resolutions to customer service problems upon completion of training.
- A natural interest in mechanical and technical systems.
- Highly proficient in verbal communications, including strong phone skills.
- Firm grasp of the written English language.
- The ability to respond to customers in writing through a real-time chat interface.
- Skill in translating complex ideas into easy to understand language.
- Experience supporting consumer electronics or software applications is a plus.
- Experience with bicycle maintenance and/or operation is a plus
- The ability to travel domestically and internationally is a plus
This position is based in Cambridge, MA. If you do not live within daily commuting distance, please discuss your availability for relocation in your application.