Customer Service Representative

Wrench Inc - permanent

United States

07 Mar

Applicants must reside in: United States

Our customer service is the first point of contact for our customers who call, email, or chat in. We provide dynamic and high level logistical support to both our customers and our mechanics in the field. Our team is also internally responsible for helping customers book jobs and maintaining or exceeding stated revenue goals. You will be an integral part of helping us capture every customer contact within our service level goals and contributing to the overall success of Wrench.

What You’ll Do at Wrench

This is a full-time remote role on our customer service team. We are a distributed team with some members working exclusively remotely and others who work in-office. Days off are consecutive weekdays and this position requires flexibility to work both weekend days. (e.g. You must be available to work Saturday and Sunday). We are bringing on more team members to help support our EST time zone markets.

Training is provided remotely and travel to the corporate headquarters in Seattle is not required. Wrench will provide you with a computer and headset for taking calls as well as all of the software required to execute the job. You will be responsible for providing a suitable internet connection and a quiet place to work. Our team uses a combination of tools to communicate including Slack, phone and email. Your work will be performed during your scheduled shift, except when you are logged off for breaks.

PLEASE NOTE: This role will require weekend/evening work and does not include benefits.

Your Responsibilities

Working remotely from your home office you will:

  • Support customers via phone and email channels
  • Educate customers about our service and process
  • Build quotes for automotive repair
  • Schedule jobs and assign mechanics
  • Source and order replacement parts
  • Answer tier 1 inquiries from mechanics
  • Provide technical support to mechanics and customers for our website and app
  • Maintain strong customer advocacy, even in complex situations

Experience

  • A minimum of one year experience in customer support and/or contact center operation
  • Experience providing customer support via email
  • Well-spoken and articulate
  • Resilient and comfortable handling complex tasks with minimal supervision
  • Visionary and excited to develop the Wrench process
  • Tech savvy and passionate about learning new skills
  • Availability to work some evening hours and both weekend days

Bonus Qualifications

  • Automotive industry experience
  • Experience with chat support
  • Strong desire to work in a startup environment

Salary and Perks

  • Competitive compensation.
  • Two weeks paid vacation a year.
  • Stock options.

About Wrench Inc

Founded in 2015, Wrench is a full-service automotive shop without the shop. We service an impressive variety of cars and trucks, offering everything from oil changes and preventive maintenance to brake jobs and no-starts. Our ASE-certified mobile mechanics can perform most jobs right in your driveway or in your office’s parking lot, freeing you up to spend your time as you wish. We are currently in major markets in Washington, Arizona, California, Florida, Georgia, Illinois, Nevada, North Carolina, Oregon, Texas, and are continuing to expand. A Built In Seattle’s 50 Startups to Watch in 2018 and nominated in 2017 for GeekWire’s Startup of the Year and awarded a spot among the Seattle 10, Wrench is a fast-growing and nimble startup looking for bar-raisers and pacesetters to join our team.

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