CustomerSupportRepresentative

About ALSO. We’re ALSO, an electric mobility company originally conceived as a part of Rivian. We’re a passionate team of builders, dreamers, doers and innovators, focused on creating entirely new (not to mention, innovative and delightful) vertically integrated, small EVs designed to meet the global mobility challenges of today and tomorrow. Our mission is to inspire everyone to ride ALSO—replacing many local car, truck and SUV miles with ones on vehicles that are more affordable, more enjoyable and 10-50x more efficient. ALSO is seeking a Customer Support Representative that is looking to work in a fast-paced start up environment. Customer Support Representatives will be the first point of contact for customers looking to learn more and purchase transcendental products from ALSO. What You Will Do Direct Customer Support - Handle customer inquiries via phone, email, live chat, and social media. - Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments. - Help customers track orders, manage modifications and cancellations, and process returns and refunds. - Maintain a professional, positive, and empathetic attitude during all interactions. - Manage and resolve customer complaints, escalating to a supervisor when appropriate. Technical and Product Support - Possess and apply deep product knowledge of ALSO’s products to provide solutions. - Troubleshoot and diagnose technical or mechanical issues with ALSO’s products. - Educate customers on product features, benefits, and maintenance. - Manage warranty requests and claims via 3rd party platforms. Internal and Process Improvement Tasks - Coordinate with other departments, such as product, shipping, and sales, to resolve issues. - Communicate customer feedback to internal teams to improve offerings and develop efficiencies. - Proactively follow up with customers to improve their experience. - Develop new ways to engage customers, such as creat