Helpdesk Customer Support Agent

<h4><em>This is a remote position.</em></h4> <h3><strong>Position Summary:</strong></h3> <p>Helpdesk Customer Service Agents, this role focuses on handling customer concerns, coordinating maintenance and repairs, and keeping clear communication with customers and service partners. <strong>A key part of the role is 10K maintenance outreach for stores, making sure vehicles receive timely service. </strong>Agents work independently while staying connected with the team to keep operations running smoothly.</p> <h3><strong>Essential Duties and Responsibilities (include, but are not limited to the following):</strong></h3> <ul> <li>Assist customers through phone, SMS, email, and messaging platforms</li> <li>Help customers with vehicle pickup and basic setup instructions</li> <li>Make sure all required documents are completed and submitted</li> <li>Update systems with accurate customer, vehicle, and service details</li> <li>Receive and handle customer concerns such as vehicle issues, tire problems, or service requests</li> <li>Schedule maintenance and repair appointments with vendors</li> <li>Follow up with vendors to check repair progress and completion</li> <li>Conduct regular 10K maintenance follow-ups for assigned vehicles</li> <li>Handle 10K maintenance outreach for stores to ensure timely service coordination</li> <li>Support customers with accident or claim-related concerns</li> <li>Help review vehicle condition reports and assist with damage charges and payment follow-ups</li> <li>Coordinate vehicle returns and assist with impound or towing situations</li> <li>Support requests for vehicle swaps or upgrades</li> <li>Follow up on pending repairs, parts, and service updates</li> <li>Arrange towing services and confirm completion</li> <li>Answer basic rideshare-related questions when needed</li> <li>Communicate daily with customers, vendors, and service providers</li> <li>Follow up on unpaid balances, help set up payment plans, and track payments</li> <li>Keep records organized and ensure all tasks are completed on time</li> </ul> <h3><strong>Qualifications Required:</strong></h3> <ul> <li>Ability to work remotely and manage tasks with minimal supervision</li> <li>Willing to join daily team check-ins for support and updates</li> <li>Comfortable making outbound calls and following up with customers</li> <li>Reliable internet, computer, headset, and phone for work use</li> <li>Strong focus on customer service and problem solving</li> </ul> <h3><strong>Education and Experience:</strong></h3> <ul> <li>High school diploma or equivalent required</li> <li>Additional education in business, communication, or customer service is a plus</li> <li>Experience in customer service, helpdesk support, call center, logistics, automotive, or collections is preferred</li> <li>Experience working with vendors or service providers is a plus</li> </ul> <h3><strong>Skills and Abilities:</strong></h3> <ul> <li>Clear verbal and written communication in English (Spanish is a plus)</li> <li>Friendly, patient, and professional when dealing with customers</li> <li>Ability to handle multiple tasks and follow-ups at the same time</li> <li>Good organization skills and attention to detail</li> <li>Comfortable discussing payments and setting up payment plans</li> <li>Strong problem-solving skills and ability to think ahead</li> <li>Able to work independently while being part of a team</li> <li>Good at tracking tasks, deadlines, and updates</li> <li>Proficiency in CRM systems, spreadsheets, and messaging tools</li> </ul>