Customer Service Representative

Job Title: Customer Service Representative (CSR)
Headcount: Three (3)
Location: Remote (Eastern Standard Time Zone)
Position Type: Full-time, potential for additional hires
Start Date: First week of May 2024

Overview:

The primary responsibility of this role is to handle incoming calls and emails, assisting customers with
various vehicle-related inquiries, including registration, titles, plates, insurance issues, and DMV
questions. As a CSR, you will play a crucial role in ensuring customer satisfaction and providing efficient
solutions.

Responsibilities:

• Answer incoming calls and emails promptly and professionally.
• Assist customers with vehicle registration, titles, plates, insurance issues, and DMV inquiries.
• Manage high call and email volume daily, addressing both simple and complex questions.
• Utilize company systems for all DMV-related transactions in compliance with security
requirements.
• Collaborate with teaUpgrade to see actual infombers to resolve customer issues effectively.

Requirements:

• Strong English communication skills; accent proficiency does not need to be 100% native.
• Availability for a 9-5 schedule in the Eastern Standard Time Zone, with some flexibility on hours.
• Ability to adapt and learn quickly in a fast-paced environment.
• Previous customer service experience preferred but not required.
Training and Tools:
• Combination of reviewing existing resources such as FAQs and hands-on training.
• Shadowing calls and emails to learn best practices.
• Utilization of Teleabroad for the phone system and Freshdesk for the ticketing system (emails, texts,
faxes, WhatsApp).
• Opportunity to shift WhatsApp communication to Freshdesk for streamlined support.