WHO IS CALLREVU

CallRevu helps thousands of automotive dealers in the U.S. cultivate their customer experience on the phone. CallRevu gives dealers valuable insights into their caller’s journey by tracking, monitoring, listening to, summarizing, alerting, and reporting on dealership phone calls to monitor call performance. With our robust data and reporting, we are able to coach and enhance the caller’s experience to help dealers increase market share, customer retention, and profitability in all phases of dealership operations. Created and managed by a team of automotive and technology professionals, CallRevu partners with some of the best known and highest performing dealerships across the U.S. to not only report issues and outcomes, but fix them.

POSITION SUMMARY

A Typical Week May Look Like:

Technical Support

• Provide world class customer service
• Performs initial triage to determine level of support required.
• Diagnoses, troubleshoots, and resolves technical issues for customers, ensuring proper documentation and follow up of all tickets.
• Prioritizes and closes tickets according to customer requirements and existing tickets.

Customer Service and Internal Partnership

• Ensures timely and throughout communication with customers and internal team members on the status of all tickets.
• Responds to inbound phone calls, providing support to resolution any issues, ensuring an exceptional customer experience. Escalates any issues to a higher level of support as appropriate.
• Provides assistance to existing and new customers with any needs, including, but not limited to, creating new phone numbers and/or logins.
• Proactively engages new customers to ensure products are working as they should. Provides assistance as needed.
• Responds to and completes requests from internal team members on the Customer Success, Performance Management, and Sales teams.

Product Knowledge and Support

• Ensures thorough knowledge of all existing and new and existing in-house products to support and resolve issues.

Leadership and Professional Development

• Maintains up-to-date knowledge related to the industry and technical support trends and techniques.
• Ensures alignment to CallRevu’s Mission, Vision, and Values to meet organizational goals.
• Collaborates with team members and colleagues in other departments to continuously improve CallRevu’s operations.

Is This You:

• High school diploma or GED equivalent. Bachelor’s degree in Computer Science, Information Technology, Communication, or related field of study a plus.
• At least 2 to 5 years of customer/technical support experience in a technology company with a proven track record and ability to deliver an exceptional customer experience. Prior SaaS environment experience a plus.
• A+ Certification and/or Network + Certification strongly preferred.
• Knowledge of how to diagnose, troubleshoot, and resolve basic technical support issues with the ability to escalate issues to a higher level as appropriate.
• Prior experience working with CRM software.
• Strong computer skills with the ability to navigate multiple applications and programs.
• Intermediate to advanced knowledge of Microsoft Office products, including Outlook, Word, Excel, and PowerPoint.
• Ability to build strong working relationships, follow up on requests, and complete tasks and projects according to established priorities.
• Strong analytical and listening skills with the ability to collect information by asking appropriate questions, analyzing the information, and providing resolution.
• Strong organizational skills with the ability to manage multiple projects and tasks simultaneously, while maintaining a forward-thinking mindset to anticipate upcoming needs of CallRevu’s customers.
• Strong attention to detail and the ability to multi-task and respond to changing needs as they present in a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Ability to break down technical language in writing and verbally to be easily understandable to a non-technical end-user.
• Ability to work both independently, and as part of a team.
• Ability to work non-traditional business hours (nights and weekends) as needed.
• Ability to align to CallRevu’s Mission, Vision, Values, and goals to support the initiatives and organizational needs.

Mission

CallRevu drives actionable insights for dealerships to improve their digital and voice communications for greater conversion of leads to appointments.

Vision

To be an industry leader in conversational intelligence for the dealer industry.

Values

CallRevu is committed to:

• BEING BOLD, unafraid, and courageous in everything we do.
• INNOVATION - bringing new, industry-leading, ideas to market.
• GROWTH in new relationships, new capabilities, and new markets.
• PARTNERSHIP that is collegial, collaborative, and always focused on the win-win.
• INTEGRITY shown by doing the right thing, being accountable (being a 80 Leader) and delivering as promised (being a 20 Contributor).

Apply now to join us!

CallRevu, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, ancestry, sexual orientation, gender identity, disability, or veteran status.