Customer Support Specialist

Vehlo is a company that provides repair shop technology, aiming to simplify the customer journey in the auto repair industry. They are seeking a Customer Support Specialist to deliver excellent customer experiences by providing frontline support through various communication channels and assisting with account maintenance and product inquiries.

Responsibilities

• Provide frontline customer support through phone, email, chat, text messaging, through our ticketing system
• Handle account maintenance requests, reconciliation questions, funding research, and general support inquiries
• Assist merchants with payment-related questions, product adds, equipment requests, and account updates
• Support customers with fraud, risk-related, and high-ticket inquiries while partnering with internal departments as needed
• Identify and escalate technical issues to the Technical Support team when appropriate
• Manage a fast-paced workload that includes inbound/outbound calls and active support cases simultaneously
• Utilize critical thinking and problem-solving skills to resolve customer issues
• Navigate multiple systems and tools to research accounts and provide accurate information efficiently
• Deliver excellent customer experiences measured through quality assurance and customer satisfaction metrics
• Contribute feedback, process improvements, and Knowledge Base content to support team growth and operational efficiency
• Partner with sponsoring banks, software vendors, and internal teams to support merchants effectively
• Other duties as assigned

Skills

• 1-2 years of previous call center experience
• Excellent verbal and interpersonal communication skills
• Enjoys working with clients and sales reps over the phone
• Able to assess challenging situations and find opportunities for improvement
• Able to accurately follow customer workflows in a fast-paced environment
• Availability for occasional overtime hours
• Hardworking but with a sense of humor and ability to have fun!
• Bilingual preferred

Benefits

• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid time off and holidays

Company Overview