Five Star Fanatic (Software Customer Support)

Do you have a passion for helping people discover solutions to their problems? Do you love working with people and serving their needs? Do you get excited when the call queue is empty? Do you get a thrill about answering phone calls, emails, and chats? Do you strive to have 5-star ratings with your calls? If so, keep reading…

The Customer Support team at RTA is looking for a Customer Service Representative. This role is responsible for common and complex product support cases. This role balances great people skills with deep customer service enthusiasm. The role will assist customers with problems and how to use our Software and teach them best practices.

What We’re Looking For

Someone who:

• Combines excellent service skills and the ability to assist clients through software and system applications that are diverse and complex.
• Feels at home working in a Customer Support team. This means you love being on the phone to people from all over the country (and beyond), and helping people during their day.
• Can passionately care about our clients and the jobs they do. Our clients are fleet managers, parts clerks, automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.
• Loves to learn, grow, and stretch themselves through goal setting and daily habits.
• Listens to and resolves customers’ concerns, issues and questions kindly and calmly and within stated SLAs.
• Maintain a positive attitude and calmly respond to customers’ complaints.
• Recommend possible products to meet the customers’ needs.

Skills and Qualifications

Some of the key skills for a customer service representative are:

• Personable and attentive
• Strong interpersonal skills
• Strong verbal communicator
• Very capable of researching knowledge bases to find solutions
• Understands software development life cycle and how Customer Support fits in
• Exposure to basic SQL
• Familiarity with Jira is a plus
• Background in Software Customer Support a plus

Does this sound like you? Let’s talk!

Key Results Areas (aka the Job Outcomes)

• Maintains a 4.9 or greater CSAT rating on their cases
• Receives compliments on 20% of their cases.
• Handle cases within a stated SLA (time to answer, wait times, time to resolution, etc.)
• Able to handle 80% of their calls without escalation within 6 months of starting.
• Establish relationships with 100% of their assigned clients, and that over 95% of those clients renew their subscription.

Do we go together like peanut butter and jelly? Let’s put that to the test - go ahead and apply!

The Bottom Line

You’ve made it this far, so congratulations! We are really looking for people who are ideal team players, with an almost frightening intensity around customer service, and a passion for working with fleet professionals.

Total compensation for the role is between 60k and 75k. This is a full time, in office role.

About Us

RTA has been established since 1979 and has the reputation of providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love that our work makes a positive impact on all the lives we touch. Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them.

Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other’s company. We offer some pretty unique perks and benefits, as well as all the standard ones.

Coming from the east side? You’ll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions.

If all of this sounds like you, and your type of company, then click apply! Seriously, we’ve asked you three times, and you are still reading. Maybe you aren’t the Pam to our Jim?

Job Type: Full-time/In-Office

Salary: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Are you available to start work at 5:00am each day of the week?

Experience:

• B2B Software Customer Support: 2 years (Required)

Ability to Commute:

• Glendale, AZ 85308 (Required)

Work Location: In person