Customer Service Representative at SpotHero

| Chicago
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Are you an empathetic + attentive Customer Service Professional looking to make an impact in a Chicago startup? Do you have a passion for providing amazing customer service experience? We want to meet you! We are seeking a Customer Hero (Customer Support) who will be an integral piece in maintaining and building our customers! In this role you will provide exceptional experience for our customers and leave a lasting impression of SpotHero! 


Sound like you? Keep reading! 


Who we are

SpotHero is a fast-growing market leader disrupting the parking + mobility space. Drivers across the nation use the SpotHero mobile app, website, and connected car integrations to reserve convenient, dependable, and affordable parking. Parking companies rely on us to help them reach new customers while optimizing their business. We connect the dots with cutting-edge technology, delivering value to both sides of this exciting, evolving marketplace.


What you’ll get to do  

  • Interact with customers via phone, or email to answer questions or issues using SpotHero parking reservation service
  • Handle large volume of calls + keep metrics in mind while working  towards being as efficient and effective as possible
  • Showcase the SpotHero brand while interacting with all customers 
  • Complete necessary follow up work in a thorough and timely manner. 
  • Partner with other departments to escalate issues that need further analysis
  • Document relevant notes and tags so our product is continuously improved and to ensure customers are seamlessly communicated with
  • Secure and safeguard data to preserve its integrity, reliability, and availability and ensure appropriate access levels are maintained. 

What you bring

  • 1 year of customer/client facing experience 
  • Ability to problem solve in a fast-paced, constantly evolving environment 
  • Computer proficiency
  • Ability to work a weekend day and some holidays
  • You may also have experience with CRM (Service Cloud preferred), Knowledge Sharing Platform (Bloomfire preferred), Customer Service QA Software (MaestroQA preferred), Customer Service Software (Talkdesk preferred)

Who you are

  • You are Attentive -  You closely listen and are able  to stay in the moment.
  • You are a clear communicator - Your verbal and written communication are top notch! You can speak to a customer in any situation and keep concise documentation for future references. 
  • You are Customer-Focused -  You have a “people-first” attitude. You are committed to the SpotHero persona so the marketplace brand is sustained.
  • You are Empathic - You truly show care and concern for another's situation.
  • You are Positive- You ensure  positive language and tone is used when communicating with customers +  focus on successfully assisting customers. 
  • You are a Problem-Solver - You assess situations quickly and provide creative solutions for resolution.

Taking a new route? Even if you don't check all of the boxes, please still apply! We'd love to meet you + hear how you can help SpotHero drive into the future.


What we are offering:

  • Career game changer – A truly unique experience to work for a fast growing startup in a role with unlimited potential for growth.
  • Excellent benefits – We cover 90% of Medical Premiums, 50% of Dental & Vision Premiums, and offer company sponsored Life Insurance.
  • PTO, and great work/life balance – We value and support each individual team member.
  • Fun perks like snacks, catered lunches, happy hours, wellness programs, and SpotHero swag.
  • 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 award-winning culture has received recognition from Built In’s 2021 Moxie Awards, as a 2021 Best Places to Work in Chicago, Top Company Culture by Entrepreneur, a Top Workplace by Chicago Tribune, and one of Chicago’s Best Places to Work for Women Under 35 by Crain’s Chicago Business. + featured in Built In Chi for DEI Initiatives.



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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • AWS (Amazon Web Services)Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • ReactLibraries
    • DjangoFrameworks
    • HiveDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • AxureDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • BrazeCRM
    • MailChimpEmail
    • MandrillEmail
    • Oracle ResponsysEmail
    • MarketoLead Gen

Location

Our custom built office is located in the heart of the Loop, close to the Brown, Orange, Pink, Purple, and Red Lines.

An Insider's view of SpotHero

What’s the vibe like in the office?

There's a lot of collaboration and positive energy throughout the entire day at SpotHero. There are a lot of funny people that work at SpotHero; it's hard to get through the day without a few genuine hearty laughs, which is a really fun way to take a break from being nose deep in a project.

Michelle

Account Executive

How does the company support your career growth?

There’s so much room to grow at SpotHero. From the very beginning, I was encouraged to think about my career goals and steps I could take towards achieving them. I recently made the transition to a new team, and everyone has been incredibly supportive as I learn a new skill set and look to further grow my career!

Maggie

Digital Marketing Specialist

What is your vision for the company?

I joined SpotHero to contribute to the future of mobility as I imagine walking down the street with my pre-school aged children one day and being able to point out aspects of the mobility ecosystem that I played a role in building. In this vein, I believe SpotHero will emerge as the platform that powers the last quarter mile of mobility.

Paolo

VP, Vertical Business Teams

What are SpotHero Perks + Benefits

SpotHero Benefits Overview

We offer our employees a way to find community through Employee Resource Groups. We currently have six different established groups and evaluate offerings on a semi-annual basis.

In the US we cover up to 90% of Medical Premiums, 50% of Dental & Vision Premiums, company-sponsored Life Insurance, 401K, and generous parental leave.

Flexible PTO policy and great work/life balance – We value and support each individual team member.

Annual parking stipend – we help people park!

Culture
Volunteer in local community
SpotHero participates in local volunteer activities such as installing art galleries in elementary schools with I Paint My Mind and building homes with the House That Tech Built.
Partners with Nonprofits
Through our monthly bake sales we partner with nonprofits such as C.A.R.E. Animal Rescue, Center on Halsted, and ALIVE rescue.
Friends outside of work
Eat lunch together
Intracompany committees
SpotHero has culture committees that promote wellness and diversity and inclusion.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
In addition to our DEI Task Force team, we also have a number of ERG's including African Americans/Blacks at SpotHero, Neurodiversity ERG, Women at SpotHero, LGBTQ+ ERG, Parents at SpotHero, etc.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
We cover Short Term Disability at no cost to you.
Dental Benefits
Our competitive Dental plan is through Guardian. Our plan has a unique rollover benefit to encourage plan use. In addition to child orthodontia, we are proud to offer adult orthodontia coverage!
Vision Benefits
Our vision plan is through Guardian through VSP Choice Network. Our plan has a low co-pay for your annual exam and includes an annual stipend for lenses or frames.
Health Insurance Benefits
Our medical plans are through Blue Cross Blue Shield, and we offer a High Deductible Health Plan with no employee payroll contribution required. We also contribute to HSA accounts on your behalf.
Life Insurance
SpotHero covers Life & AD&D coverage, up to 100% of your salary, at no cost to you.
Wellness Programs
Onsite Gym
Team workouts
SpotHero sponsors an annual fitness challenge where employees can participate in hydration, sleep, and fitness challenges.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
You’ll have the opportunity to take advantage of traditional and Roth savings options with financial advisers at Fidelity Investments who are ready to assist with your retirement planning.
401(K) Matching
SpotHero's 401k plan matches 50% for an employee's contributions up to 6% of their annual based salary.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide three months of parental leave for all employees.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Fantastic Eats - Take a break and enjoy some grub with the team, catered weekly from your favorite Chicago spots. For a midday pick me up, choose from our endless variety of snacks or our cold brew on tap. • Team Events - From WhirlyBall and ice skating to rooftop happy hours and spontaneous ice cream parties - we're always looking for new ways to have fun together! • Casual Work Environment - Be comfortable while you work. Take a nap if you need it or squeeze in a few yoga poses between meetings. • Employee Wellness Program. We encourage work/life balance through financial wellness talks, meditation sessions, and mind & body nutrition education. Plus, we encourage our team to get out and give back to our local community. • Professional Development. We support personal and professional development through mentorship programs, diversity & inclusion trainings, and learning how to work with one another based on our personality types.

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