Customer Service Representative (customer Hero)

Customer Service Representative (Customer Hero) At SpotHero

Assist customers in resolving daily parking issues. Escalate issues that need further analysis to other departments. Educate customers to prevent future contacts. Overall goal to provide exceptional experience for customers and leave a positive impression of SpotHero.

Key Responsibilities:

• Field inbound contacts from customers with questions or issues when using the SpotHero parking reservation service.
• Answer 95% or more of calls offered.
• Keep after call work at or below 100 seconds on average.
• Follow static and daily schedules accurately to be available for customers.
• Maintain 90% QA score on average.
• Maintain a 3.0 or higher performance snapshot score on a monthly basis.
• Maintain customer satisfaction scores at or above company standards.
• Ensure SpotHero persona is on brand by maintaining a positive and empathetic tone on phone calls.
• Assist with projects to support customer satisfaction.
• Complete necessary follow up work in a thorough and timely manner.
• Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained.

Qualifications:

• 1 year of customer/client facing experience
• Ability to problem solve in a fast-paced, constantly evolving environment
• Computer proficiency; experience working with CRM and Google Workspace a strong plus

Core Competencies:

• Adaptive - Learns and accepts change in policies and procedures quickly.
• Attentive - Actively listens and is able to stay in the moment.
• Communication - Communicates effectively and efficiently both verbally and in writing.
• Customer-Focused - Maintains committed to the SpotHero persona so the marketplace brand is sustained.
• Efficiency - Answers 95% of calls or more each shift.
• Empathy - Shares care and concern for another's situation.
• Enjoy What You Do - Is presently at work allowing customers to hear enthusiasm during interaction.
• Patience - Remains calmly focused on resolving customer issues.
• Policy Adherence - Ensures proper policies and procedures are followed and limits unnecessary credits and effect on the bottom line.
• Positivity - Ensures positive language and tone is used when dealing with customers focusing on what can be done versus what cannot.
• Problem-Solve - Assesses situations quickly and provides creative solutions for resolution.
• Product Knowledge - Takes the time to know SpotHero's product to help improve overall performance.
• Team Oriented - Works well within and across departments.
• Time Management - Ensures performance helps maintain desired service levels.

Contacts:

• Internal: Customer Heroes, Customer Experience Leadership
• External: Customers

Tools:

• CRM (Service Cloud preferred), Knowledge Sharing Platform (Bloomfire preferred), Customer Service QA Software (MaestroQA preferred), Customer Service Software (Talkdesk preferred)

Working Conditions & Physical Factors:

Office environment/Remote - 1-2x a week onsite

Career Growth Potential:

• Hero Specialist, Power 2 Hero, Team Lead, QA Associate, QA & Training Associate
• Client Relationship Specialist, Business Account Manager, Account Manager, QA Analyst I

What We Offer:

• Career game changer – A truly unique experience to work for a fast-growing startup in a role with unlimited growth potential.
• Excellent benefits
• We cover a generous portion of Medical, Dental and Vision Premiums, company-sponsored Life Insurance, a 401(k) with match and immediate vesting, and comprehensive leave policies to meet your needs in creating space for life
• Flexible PTO policy and outstanding work/life balance – We value and support each individual team member.
• Grubhub weekly lunch stipend for in office days
• Udemy and Personal Learning Budget - We support the professional and personal growth of our people by providing everyone with learning resources and development opportunities.
• Annual parking stipend – Duh. We help people park!
• The opportunity to collaborate with fun, innovative, and passionate people in a casual yet highly productive atmosphere.
• Our commitment to allyship has been a central driver of how we Respect Fellow Drivers. You'll have the opportunity to be part of Employee Resource Groups, access allyship learning resources, and actively contribute to our ongoing effort of making SpotHero inclusive for all.
• Employee programs to grow and support our people such as Discovery Days for Product and Engineering, and our Mentorship Program.
• A workplace recognized as CityLights award winner by 1871, 2025 Best Places To Work by BuiltIn, Most Loved Workplace Certified by the Best Practice Institute, and recipient of multiple Comparably awards, including Best Company Culture, Best Company for Women, and Best Company for Diversity.

Compensation:

This is a Non-exempt, hourly role with a pay rate of $20/hr + a discretionary bonus.

At SpotHero, we Respect Fellow Drivers by providing an inclusive interview experience for everyone, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. Please let our team know of your need when you apply or as you begin interviewing with our team.

SpotHero is an equal opportunity employer. We know that a diverse workforce is the strongest workforce, and are committed to building and supporting an inclusive environment for all. PLEASE NOTE: This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the US and not require sponsorship for employment now or in the future.