Hybrid Customer Service Representative

About Tekmetric

Tekmetric is a cloud-based auto-repair shop management system with an easy-to-use workflow and a modern approach to customer care. Tekmetric champions transparency, integrity, innovation—and above all—a service-mentality that puts customers first.

Founded in Houston, Texas in 2015, Tekmetric has been providing reliable, fast customer service to shops from day one. Our team is growing quickly, but our service philosophy of listening to customers still remains a core value.

We’re looking for hungry candidates to help us strengthen our industry-leading team. We’re building our software to be more intuitive. We’re building more integrations that make our customers’ lives easier. We’re building better internal processes to make our globally distributed organization run more smoothly. We’re building stronger relationships with the best and brightest partners in our industry.

Our customers love our products. We love serving them. And we love the journey we’re on together.

Come build with us!

What You’ll Do

• Provide solutions for customers by determining the cause of their concern through communication via phone, chat, or email, and explain the best resolution for their issue by expediting correction or adjustments.
• Ensure customer satisfaction by providing exceptional customer service in a courteous and timely manner all the while showing empathy and kindness.
• Maintain transparency with customers when analyzing product errors
• Responsible for communicating with the development team when bugs are identified and advocating on behalf of Tekmetric customers.
• Maintain customer records by updating customer tickets, account information, etc.
• Maintain product knowledge, industry knowledge, and have a strong soft skills set.
• Solicit feedback from customers through reviews.
• Meet or exceed established performance requirements

What You’ll Bring

• A minimum 1 year of experience in a customer-facing organization (experience with a SaaS company is preferred)
• Understand basic technical and software trouble-shooting concepts
• Strong empathy for customers AND passion for growth
• Great interpersonal skills with a problem-solver mentality
• Experience with following defined processes using CRM and ticketing systems (HubSpot and Zendesk, a plus)
• A high level of energy, drive, enthusiasm, initiative, commitment, and professionalism
• A strong aptitude for quickly building rapport with customers
• A self-starter attitude with solid organizational skills and attention to detail
• Strong written and verbal communication skills
• Strong technical acumen
• Must be local to the Houston, Texas area; this is a hybrid work model
• Must be able to work 7am to 4 pm shift

Who You Are

Successful candidates will also demonstrate many of the characteristics that our core values represent:

• Build things that matter:
• You have a love of building something new or improving on current processes and care about making a positive difference.
• We’re all entrepreneurs:
• You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with others. At Tekmetric our leaders are all players and coaches.
• Yes before no:
• You keep an open mind and are excited about new ideas and helping others actualize their ideas. You are intellectually curious and analytical in a strategic context.
• We matter to each other:
• You care about people and see the success of one is success for us all. You are a highly ethical individual with unquestioned integrity and the experience, confidence, and stature to protect confidential information in a growing company.

What We Offer:

Healthcare Insurance and Leave:

• Flexible and remote work opportunities
• Generous PTO
• Exceptional leave programs for all of life’s moments: maternity, paternity and parental bonding, as well as medical leave to care for yourself or loved ones
• Excellent Medical, Dental, Vision and Prescription Drug Coverage

Financial Benefits:

• 401(k) Retirement Savings Plan with a 6% Match
• Employer covered STD, LTD, Life and AD&D Insurance Programs
• Up to $60 monthly for wellness expenses and activities
• Education Assistance- includes undergraduate/graduate courses and continuing education

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.

• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.