Customer Service Representative

Tualatin, Oregon, United States · Customer Care expand job description ↓

Description

Who is EROAD?

EROAD’s focus is on making our roads safer and more sustainable, through offering easy-to-use, accurate and reliable technology solutions to answer complex transportation problems. Since 2000, EROAD has pioneered innovative commercial and regulatory services for motor carriers in New Zealand, Australia, and the USA. Road transport operators can manage fleets and vehicles, and meet regulatory compliance commitments on a single platform that meets the highest standards of security and accuracy. These regulatory telematic services benefit both our customers by improving return on investment, and communities and the wider public through safer driving practices and valuable data analytics across the road network to help improve the planning, maintenance and management of our roads.

The Role:

EROAD currently operates a customer service desk from 5:00 am until 6:00 pm (Mon – Fri). EROAD is at a stage where the Customer Service team will be operating extended hours in the near future as our customer base in different regions increases. This position is 40 hours per week. The successful applicant will be required to field inbound customer service and/or training calls, chats, and emails.

As a key member of EROAD’s Customer Service Team, you will:

Provide customer service for end users by training on use of EROAD technology

Work closely with our customers and internal teams to provide the best customer experience possible

Become an active and constructive member of the EROAD team

Help create a culture within EROAD that is productive, open, honest, professional, innovative, friendly and sustainable


The responsibilities of the role include:

Communicate with customers and end users by phone, email and chat

Set up new users within the EROAD Depot and provide log in credentials

Provide training to the end user to enable the customer to maximize the EROAD system easily in the future

Respond promptly to customer inquiries

Communicating complex transportation industry or technology information in a simple, easy to understand manner

Log technical support issues through the provided control system

Obtain and evaluate all relevant information to handle inquiries and issues

Proactively follow-up to complete engagement loop with customers and Customer Success Team

Provide a complete and professional experience for all customers

Continued training to gain exposure to new products and features

Provide training for internal and external customers

Escalate more hardware and technical issues to the Technical Support team with clear and accurate notes

Requirements

  • Three years or more in a help desk/customer service role in a fast moving start up environment
  • Exceptional interpersonal and communication skills
  • Spanish Speaking preferred
  • Above average writing skills
  • Adaptable to change
  • Flexible schedule to accommodate extended hours
  • Highly organized with an eye for customer critical details coupled with a strong sense of urgency
  • Skilled problem solver

Benefits

Why work at EROAD? This is an excellent opportunity to join one of New Zealand’s fastest growing high-tech companies. EROAD offers a competitive salary and benefits, excellent career development opportunities, and a fun, fast-paced work environment. We ensure you have the tools, technology and training to do your best work, and offer flexible work hours to help ensure a healthy work/life balance

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