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Customer Support Representative

LawnStarter

LawnStarter

Customer Service
Bogotá, Bogota, Colombia
Posted on Tuesday, January 9, 2024

LawnStarter is the leading on-demand platform for lawn care and landscaping services in the US, and our vision is to be the one-stop shop for all outdoor home services. Over the past 8 years, we’ve grown to 120 metro areas, raised $30 million in funding, and acquired our biggest competitor, solidifying our leadership in the space.

Responsibilities:

  • Rotation between inbound and call back queue calls, chat, email support.
  • In this position, you will be taking over 300 contacts a week. These will be supporting both our customers and our providers on various operations-related issues. Our average handle time is around 10 minutes
  • Our hours of operation are Monday - Friday, 6 am - 10 pm CST, and Saturday - Sunday, 7 am - 6 pm CST.
  • We offer 8hrs per day for a max of 5 days per week (40hrs) during those hours.
  • You will explain our services and policies, work to create a great service experience, and provide support for app navigation, payment details, scheduling, and issue resolution.
  • You should have an understanding of how to connect with a Western individual and be skilled at problem-solving, building rapport, and offering empathy.

What we are looking for:

  • Empathetic to customers, knows how to use soft skills to establish rapport and diffuse difficult situations.
  • Ability to work efficiently and creatively to solve problems by utilizing all available tools and resources.
  • Active listener who can interpret a problem, determine an approach to solve, and main call control.
  • Ability to adhere to a schedule
  • Adaptable to change
  • High productivity at defined proficiency levels
  • Willingness to receive and act on feedback from the leadership team
  • Works with integrity and collaborates with team.