Description

You will help support Samsara's rapidly growing service solutions by assisting customers in troubleshooting account issues, providing account documentation, and handling escalations via phone, chat, and email. Your efforts will impact industries like transportation, agriculture, and manufacturing, helping improve safety, efficiency, and sustainability.

Requirements

• 3+ years customer-facing experience in contact center, including escalated cases.
• Bilingual: Proficiency in English and Spanish.
• Expertise in handling service requests via multiple channels.
• Strong organizational skills and focus on customer service.
• Ability to communicate account statuses and manage requests for diverse customer base.

Responsibilities

• Serve as escalation point for complex customer inquiries (billing, renewals, cancellations, products/services).
• Provide guidance and mentorship to team members to enhance performance.
• Handle complex cases via phone, email, chat with exceptional communication and problem-solving.
• Manage high-volume workload including escalations and urgent requests.
• Lead cross-functional initiatives to improve customer experience and support processes.