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:

• 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 customer’s 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!!