About Alto:

Alto is a destination for innovative, intellectually curious, and forward thinking people - we are disrupting the rideshare industry with a revolutionary, elevated experience and sustainable business model! What makes Alto different is that we hire W-2 employee drivers, maintain a branded fleet of vehicles, and are transitioning to an all-electric fleet in 2023. We are rapidly growing, having raised a $45M Series-B in 2021 and accelerating towards a nationwide expansion. Today, we operate in Los Angeles, Dallas, Washington D.C., Miami, San Francisco, and Houston. Check out more about us here.

Alto is looking for a Customer Experience Associate, who will provide outstanding customer service by handling customer (including B2B) calls/emails, assisting dispatch with customer interaction and managing escalations.

What you’ll do:

• Provides friendly service to and maintains positive relationships with all customers
• Responsible for providing outstanding customer service to people desiring to travel from one location to the next.
• Assists dispatch with helping the customer get through any situation to ensure every experience is as positive and consistent as possible.
• Responsibilities include answering phone calls from customers who may be asking for information about the company in general or regarding a particular trip they may be on, responding to customers who have complained about a previous trip, and proactively reaching out to customers who had a bad experience (late pickup, no vehicles available at time of booking, cancellations because of driver/app error, etc.)
• Help with maintaining the Hubspot platform and our internal administrative portal where all customer service inquiries are kept.
• Assists Customer Experience Manager with day to day tasks like adding proactive apology promo codes, billing, and analysis of customer complaint trends so we can continuously improve.
• Investigate certain trips that may need attention so we can diagnose what happened, follow up with the customer, and provide insight into how this can be resolved/anticipated.

What you bring to the table:

• Bachelor's degree is strongly preferred
• Excellent interpersonal skills, both written and verbal
• Must be able to work a consistent and dependable schedule (e.g. Monday through Friday, 8-5)

What’s in it for you:

• Competitive hourly pay
• Health/dental/vision insurance and 401k with employer matching
• Hybrid remote/onsite flexibility
• Accrued PTO
• Generous monthly ride credit with Alto