Customer Care Specialist

| Greater Boston Area

Piaggio Fast Forward (PFF) is hiring a Customer Care Specialist (CCS) to join our new and growing Product Support team. The CCS will be a cross-functional role to encourage collaboration with colleagues in marketing, finance, and manufacturing operations. The position requires a close working relationship with other members of the Product Support team as well as the ability to take ownership and work independently in areas of direct responsibility. Successful CCSs will be interested in learning about PFF’s technology and will demonstrate great attention to detail. As a CCS, you will be responsible for troubleshooting our customer’s issues ranging from product use, expectations, technical resolution, warranty issues and exchanges, and other general inquiries.

Responsibilities:

  • Conscientiously and creatively help customers with product questions and issues.
  • Be able to handle a high call/email/chat volume and maintain a positive, energetic demeanor.
  • Document details of customer calls in company databases.
  • Triage customer inquiries to colleagues in other areas including Engineering, Manufacturing and Marketing.

Requirements:

  • Bachelor’s Degree in Engineering, or equivalent practical experience.
  • 5+ years’ experience in Customer Care, preferably in premium consumer product or technology company.
  • Customer Support tool experience required such as Zendesk, Salesforce, Kustomer
  • Omni channel experience
  • Exceptional communication skills, both oral and written.
  • Excellent organizational and interpersonal skills; strong attention to detail.
  • Must be proficient with MS/Windows applications including excel, word, access, CRM systems and associated reporting.
  • Candidate should be a self-starter who enjoys working in a fast paced, dynamic environment.
  • Interested in learning, open to exchange of ideas, and a team player.
  • Successful applicants will be asked to show proof that they can legally work in the U.S.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • MATLABLanguages
    • OpenCVLibraries
    • EigenLibraries
    • BoostLibraries
    • CaffeFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • TorchFrameworks
    • InventorDesign
    • SalesforceCRM
    • Salesforce Marketing CloudEmail

Location

We are a short walk from Sullivan Square T Station! You can easily access both Assembly Row and Union Square from our office.

An Insider's view of Piaggio Fast Forward

How do you collaborate with other teams in the company?

In order to keep everything running smoothly here at PFF, proper inter-team communication is essential. Slack is our bread and butter, and we use it for everything. Personally though, I tend to prefer a face-to-face conversation with someone in front of a whiteboard, especially when complex abstract concepts are the topic of discussion.

Nick

Software Engineer

What makes someone successful on your team?

Team members who are self-motivated and ambitious, with a team player mentality -- who are excited to work with, learn from and share knowledge with others. The nature of our work requires a creative sense, ingenuity, impeccable attention to detail, a flexible mindset, and a strong desire to learn and to tackle work outside of your comfort zone.

Rosie

Lead of Smart Behaviors

What is your vision for the company?

My vision is of a world in which vehicles like Piaggio Fast Forward’s gita® enable people of all ages and abilities to move further, faster, and more enjoyably. In the present era of AI, autonomy and ubiquitous networks, vehicles that promote walkability, human interaction and off-screen exploration will be fundamental to our sense of well-being.

Jeffrey

Chief Vision Officer

How has your career grown since starting at the company?

I've had the opportunity to grow with gita®. Early on, I applied my knowledge of design for manufacturing to facilitate the transition from concept to consumer product. By instilling manufacturability from an early stage I have worked to setup the foundation for a successful product. Now as the Lead Manufacturing Engineer I oversee production.

Eddie

Lead Manufacturing Engineer

What are Piaggio Fast Forward Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Piaggio Fast Forward offers a 3% 401(k) contribution.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Parking
Pet Friendly
We have multiple office dogs including, but not limited to, Howie, the original office dog, Cooper, Sky, and Mosley!
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Promote from within
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