Job Description

Job Description

Job Description

Salary: starting $20 per hour, DOE

GOTRAX is an electric scooter/bike startup based in Carrollton, TX. Opening May 2017, we're now the second largest electric scooter manufacturer in the world. Our dedicated customer support team has an opening for 3 to 5 driven individuals. This role reports to Customer Service Manager, Operations Dept, Warehouse Management.

Job Summary:

The ideal candidate will be an independent worker, fast learner, self-motivated, personable, detail-oriented, reliable, and organized professional capable of handling hundreds of client support tickets while utilizing outstanding customer service. Responsible for all procedures relating to the escalated Tier 2 support of our clientele and warehouse repair crews.

Job Description:

• emobility industry/Bike industry/scooter industry work experience is required
• Responsible for reviewing, troubleshooting, and assisting priority customer support tickets.
• Monitoring active repair requests and analysis of patterns involving product defects or repeating customer concerns.
• Must be able to learn product parts and repair techniques, in order to recommend best solutions to customers.
• You will be a liaison between the repair mechanics and customers who seek warranty repair service.
• If a part or troubleshooting technique is available to use, you will recommend it as a solution to a customers service inquiry.
• A positive, cheerful and eager to learn attitude is not only encouraged, it is required to succeed at Gotrax! You will be interacting with clients who need helpful support.
• Must be able to multitask across several conversations/repair scenarios while maintaining communication with support/warehouse/operations department staff.
• Interfacing with repair shops and wholesale product retailers will be a part of this role.
• Motivated self-starters are encouraged to apply.

Roles and Responsibilities:

Under the direction of leadership, roles and responsibilities include but are not limited to:

• Answering and promptly responding to department calls and electronic service inquiries.
• Facilitating new service appointments and managing the schedule of client repairs
• Acting as the liaison between clients, repair crew, vendors, and management
• Building strong relationships with new and existing clients and vendors
• Carrying out effective, efficient operating and administrative policies
• Collaborating with others on a variety of projects
• Creating and editing professional documents and communication
• Maintaining all client relationships via outbound calls, emails, and service reminders/updates
• Performing long-term projects in an organized and efficient manner
• Reconciling requests and orders throughout multiple company databases

Skills:

• Attention to detail.
• Outstanding customer service skills
• Multi-tasking ability
• Consistent punctuality, reliability, friendliness, and professionalism, even while under pressure
• Excellent Microsoft computer skills and proficiency in Google Calendar, Docs, Excel, Word, and other similar administrative programs
• Ability to handle multiple requests and inquiries in a professional, friendly, timely, and upbeat manner.
• Excellent time management and independent prioritization
• Positive and self-motivated
• Strong project management
• Excellent communication: interpersonal, written, verbal.
• Excellent spelling, grammar, and proof-reading
• Flexible team player and willing to learn and take on new tasks.
• Maintain confidentiality in all aspects of work.
• Must be a problem solver and address issues without direction.
• Must be willing to make a long-term commitment.

Requirements:

• High school diploma or GED
• Must be 18+
• Must be able to pass a background check.
• Must be able to pass a drug screening.
• Must have reliable transportation to and from work every day.
• Must be legally able to be employed in the United States
• Ability to interact professionally and respectfully with all clients, employees, and those from external organizations.
• Experience in the electric vehicle industry is preferred.

Benefits:

• Three (3) days Sick PTO, five (5) days' Vacation PTO, and Seven (7) Company paid holidays per year.
• Paid Paternity (2 weeks) and Maternity Leave (6 weeks).
• Employee Medical/Dental/Vision Insurance (75% company paid, 25% employee paid).
• Workers Comp Insurance coverage.

Job Type: Full Time

Work schedule and Location:

• Monday to Friday, 8:30 AM 5:30 PM may vary.
• 2201 Luna Rd, Carrollton, TX, 75006

We are an equal opportunity employer, a drug-free workplace, and participates in the DHS E-Verify program.

This is for immediate hiring. We would love to hear from you!!

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