Who we are:Founded in 2016, Wrench is full service shop without the shop! We service all types of cars and trucks, offering everything from oil changes and tune ups to brake jobs and no-starts. Our ASE certified mechanics can perform most jobs right in your driveway or at your parking spot at work giving you the freedom to spend your time on more meaningful things. We offer service to our customers in six major markets - Seattle, Spokane, Portland, San Diego, Phoenix, and Las Vegas - and are continuing to expand. Nominated in 2017 for GeekWire's Startup of the year and awarded a spot among the Seattle 10 we are a fast growing and nimble startup looking for bar raisers and pacesetters to join our team.

About the Revenue Team:Our customer service is the first point of contact for our customers who call, email, or chat in. We provide dynamic and high level logistical support to both our customers and our mechanics in the field. Our team is also internally responsible for helping customers book jobs and maintaining or exceeding stated revenue goals. You will be an integral part of helping us capture every customer contact within our service level goals and contributing to the overall success of Wrench.

Who we're looking for:You are articulate and have one or more years of experience supporting customers. When working with customers you listen carefully and are able to clearly and concisely offer solutions. If asked, past supervisors and coworkers would comment positively on success in chaotic environments, and mention that you can deftly navigate social and intrapersonal relationships. Your peers enjoy working with you and would describe you as a valuable asset to the team. Your ability to adapt to change is second to none and you relish the opportunity to provide feedback and try out new features. You've never met a bar you weren't willing to raise and you love supporting your teammates. When challenges arise you are the first in line to tackle them and transform your solutions into processes that others can follow. You pride yourself on picking up tickets and calls faster than anyone else. Whenever possible, you focus and commit to make the workload easier for everyone on the team. You understand that setbacks will happen and that they are excellent teachers.This is a full-time in-office role at our Seattle office. Days off are consecutive weekdays and this position requires flexibility to work both weekend days. (e.g. You must be available to work Saturday and Sunday).

Your Responsibilities

• Support customers via phone, email and chat channels
• Educate customers on our service and process.
• Build quotes for automotive repair.
• Schedule jobs and assign mechanics.
• Source and order replacement parts.Answer tier 1 inquiries from mechanics.
• Provide technical support for our website and app.
• Maintain strong customer advocacy, even in complex situations.

Qualifications

• A minimum of one year experience in customer support and/or contact center operation.
• Experience providing customer support via email.
• Well-spoken and articulate.
• Resilient and comfortable handling complex tasks with minimal supervision.
• Visionary and excited to develop the Wrench process.
• Tech savvy and passionate about learning new skills.
• Availability to work some evening hours and both weekend days.

Bonus Qualifications

• Automotive industry experience.
• Experience with chat support.
• Strong desire to work in a startup environment.

Benefits of Working at Wrench

• Competitive compensation.Stock options.
• 2 weeks paid time off.Medical/Vision/Dental benefits for employees.
• Wrench is an equal opportunity employer.