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eBike Customer Service

eBike Customer Service

Tao Motor IncCarrollton, TX, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Salary : starting $20 per hour, DOE

GOTRAX is an electric scooter / bike startup based in Carrollton, TX. Opening May 2017, we're now the second largest electric scooter manufacturer in the world. Our dedicated customer support team has an opening for 3 to 5 driven individuals. This role reports to Customer Service Manager, Operations Dept, Warehouse Management.

Job Summary :

The ideal candidate will be an independent worker, fast learner, self-motivated, personable, detail-oriented, reliable, and organized professional capable of handling hundreds of client support tickets while utilizing outstanding customer service. Responsible for all procedures relating to the escalated Tier 2 support of our clientele and warehouse repair crews.

Job Description :

  • emobility industry / Bike industry / scooter industry work experience is required
  • Responsible for reviewing, troubleshooting, and assisting priority customer support tickets.
  • Monitoring active repair requests and analysis of patterns involving product defects or repeating customer concerns.
  • Must be able to learn product parts and repair techniques, in order to recommend best solutions to customers.
  • You will be a liaison between the repair mechanics and customers who seek warranty repair service.
  • If a part or troubleshooting technique is available to use, you will recommend it as a solution to a customers service inquiry.
  • A positive, cheerful and eager to learn attitude is not only encouraged, it is required to succeed at Gotrax! You will be interacting with clients who need helpful support.
  • Must be able to multitask across several conversations / repair scenarios while maintaining communication with support / warehouse / operations department staff.
  • Interfacing with repair shops and wholesale product retailers will be a part of this role.
  • Motivated self-starters are encouraged to apply.

Roles and Responsibilities :

Under the direction of leadership, roles and responsibilities include but are not limited to :

  • Answering and promptly responding to department calls and electronic service inquiries.
  • Facilitating new service appointments and managing the schedule of client repairs
  • Acting as the liaison between clients, repair crew, vendors, and management
  • Building strong relationships with new and existing clients and vendors
  • Carrying out effective, efficient operating and administrative policies
  • Collaborating with others on a variety of projects
  • Creating and editing professional documents and communication
  • Maintaining all client relationships via outbound calls, emails, and service reminders / updates
  • Performing long-term projects in an organized and efficient manner
  • Reconciling requests and orders throughout multiple company databases

    • Skills :

  • Attention to detail.
  • Outstanding customer service skills
  • Multi-tasking ability
  • Consistent punctuality, reliability, friendliness, and professionalism, even while under pressure
  • Excellent Microsoft computer skills and proficiency in Google Calendar, Docs, Excel, Word, and other similar administrative programs
  • Ability to handle multiple requests and inquiries in a professional, friendly, timely, and upbeat manner.
  • Excellent time management and independent prioritization
  • Positive and self-motivated
  • Strong project management
  • Excellent communication : interpersonal, written, verbal.
  • Excellent spelling, grammar, and proof-reading
  • Flexible team player and willing to learn and take on new tasks.
  • Maintain confidentiality in all aspects of work.
  • Must be a problem solver and address issues without direction.
  • Must be willing to make a long-term commitment.

    • Requirements :

  • High school diploma or GED
  • Must be 18+
  • Must be able to pass a background check.
  • Must be able to pass a drug screening.
  • Must have reliable transportation to and from work every day.
  • Must be legally able to be employed in the United States
  • Ability to interact professionally and respectfully with all clients, employees, and those from external organizations.
  • Experience in the electric vehicle industry is preferred.

    • Benefits :

  • Three (3) days Sick PTO, five (5) days' Vacation PTO, and Seven (7) Company paid holidays per year.
  • Paid Paternity (2 weeks) and Maternity Leave (6 weeks).
  • Employee Medical / Dental / Vision Insurance (75% company paid, 25% employee paid).
  • Workers Comp Insurance coverage.

    • Job Type : Full Time

    Work schedule and Location :

  • Monday to Friday, 8 : 30 AM 5 : 30 PM may vary.
  • 2201 Luna Rd, Carrollton, TX, 75006

    • We are an equal opportunity employer, a drug-free workplace, and participates in the DHS E-Verify program.

    This is for immediate hiring. We would love to hear from you!!

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    Customer Service • Carrollton, TX, US