Customer Support Agent

Eight Black is currently seeking applicants for the open positions of Customer Support Agent.

Eight Black is an independently owned global ground transportation and security business. We own and operate multiple businesses, including the largest airport shuttle service in Boulder County, multiple private black car services and a highly sought after Executive Protection and security consulting business.

Eight Black is an equal opportunity employer promoting a positive work culture.

Reports to: Chief Operating Officer

Job Status: W2 Non-Exempt; Full Time or Part Time Available

Start Date: Immediate

Location: Hybrid and/or Work From Home

Responsibilities:

• Serve as point of service for all Eight Black customers
• Handle inquiries, reservations, and concerns via phone, email and text
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
• Provide accurate and timely information regarding our shuttle and black car services
• Maintain a courteous and calm manner at all times to de-escalate customer complaints

Scope of Duties:

• Handle call answering and assisting clients with service requests
• Using required phone system and communication applications to communicate with clients, staff and affiliates
• Keying all reservation requests and collecting payments
• Processing online quotes and bookings
• Using required booking systems and protocols
• Other duties as assigned

Scheduling & Period of Performance:

• Flexible working hours and schedule based on job responsibilities
• Be available whenever possible via phone/text to be contacted by company management outside of working hours if necessary.

Required Skills & Qualifications

• Proficient with basic computer applications and technology
• Proficient in Google Apps (Google Sheets, Google Docs, Gmail, etc)
• Excellent communication skills to be able to communicate effectively with clients, dispatch, drivers, and industry professionals
• Ability to remain calm and composed in a fast-paced, high-pressure environment
• Good empathy and listening skills to de-escalate situations and identify underlying issue
• Ability to multitask and prioritize in a fast paced environment
• Attention to detail to maintain a high level of accuracy
• Ability to sit for extended periods of time
• Home office setup with dedicated space in a quiet environment
• Reliable and stable home internet connection with a minimum of 25 Mbps upload/download
• Computer and/or laptop - Windows or Mac (Eight Black will provide necessary additional computer monitor(s) and necessary headset)

Preferred Skills & Qualifications

• PREFERRED: Experience in Transportation (Black Car / Luxury Car / Limo) Industry
• Prior experience working in call center or as a Customer Support Agent in a transportation company (not required)
• Experience with Hudson technology reservation platform (not required)
• Experience with LimoAnywhere technology reservation platform (not required)
• Experience with a VoIP phone system, and other communication platforms

Hours & Compensation:

• Full or Part Time Available
• $15 - $17 per hour
• Accrued Paid Sick Time