Customer Success Manager - RepairSmith

| Greater LA Area | Hybrid
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Job Description:

ABOUT BCGDV:

BCG Digital Ventures is an ever-growing global team of entrepreneurs, designers, engineers, venture architects, product experts and investors. We invent, build and invest in startups with the world’s most influential companies. The business ventures we create build strategic advantages for some of the most important global companies and help them own the next horizon of innovation.

 

ABOUT REPAIRSMITH:

RepairSmith makes it super easy to get the auto repair services you need. Whether you're looking for help diagnosing possible repairs, or you know exactly what you need and are just looking for a trustworthy shop to do the work, RepairSmith can take over. The vision is an end-to-end vehicle service platform that connects customers with repair shops leveraging the industry’s most advanced data platform. Financially backed and operationally supported by one of world’s most recognized automotive companies and BCGDV, this startup is well positioned to disrupt the $50B US auto repair industry and targets to touch over 100M cars in the US alone, infusing cutting edge technology into an industry primed for innovation.

 

Responsibilities:

  • Create policies and procedures that optimize the customer experience
  • Gather feedback from customers, study other customer success programs and analyze customer data to identify the best practices.
  • Establish policies the entire staff can adhere to so all customers receive the same quality of service.
  • Engage customers in a meaningful way leveraging our digital platform in a manner consistent with the company's mission, brand and reputation
  • Ensure all customer needs are met, including answering their questions, resolving any issues, and connecting them with additional resources
  • Effectively communicate relevant product features and benefits, consistent with company-approved guardrails
  • Deliver amazing customer support through live chat, email, and phone for customers
  • Skills and Experience:

  • Knowledge of customer service practices
  • A passion for the customer and their experience
  • Demonstrated customer focus
  • Demonstrated team-management focus
  • Bachelor’s Degree or equivalent in experience and education
  • 4+ years of experience working in customer service involving a high degree of customer interface, experience within the automotive market preferred
  • Experience working with automotive professionals preferred
  • Excellent communication skills (written & oral), interpersonal, and presentation skills
  • Proven success at sales and/or customer service over the phone, email, chat, or video
  • Ability to multi-task and manage multiple, different work streams and tools
  • Ability to work independently with limited supervision
  • Ability to work with demanding customers
  • Willingness to work hard and have fun
  • Ability to type in excess of 45 WPM with 95% accuracy
  • Demonstrated patience, empathy, and balanced decision-making skills
  • Ability to communicate effectively in Spanish, in writing and verbally, a plus
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Location

We sit at the center of the El Segundo/Manhattan Beach tech community, walking distance to dozens of eateries and less than 2 miles from the beach.

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