Pay negotiable Customer Experience Specialist In-Queue Customer Assist, Preliminary support, Funding Access vetting •

Outrider USA Location:

Mars Hill, NC — on-site •

Type:

Full-time •

Compensation:

18-22/hr About Outrider USA Outrider USA builds the Coyote, a hand-built electric all-terrain mobility vehicle that gets people with mobility-affecting conditions back outdoors — on the trail, on the land, and back in the activities they love with the people they love.

Our mission is simple:

help anyone who can truly benefit from a Coyote find a path to one. Why this role exists Our current customer service demands aren't being fully met by the roles currently in place. We need a dynamic people-person who can understand the ins and outs of our machine, and doesn't have a problem being forthright but relational. Our manufacturing of this vehicle has countless variables, which can often result in delays, this role will be a crucial improvement to make sure that our customers are well supported along every step of the way, both while their machine is in queue, as well as after it's delivered, maximizing the positive impact of our product on their lives. What you'll doPillar 1 — Keep customers informed on their build progress There is a demand for our hand-built machines, which has our slots filled through a majority of next year already with our current production. Weekly/monthly follow up regarding changes in their estimated completion Maintain our production tracker spreadsheet so customers waiting receive real-time information Answer/Make phone calls to provide realistic expectations and support Reach out with any changes to machine for those affected in the queue Provide information on changes/additions to accessories/options Pillar 2 — Maintain relationship post-delivery Our customers patiently wait for this life-changing product. We would love to keep better tabs on their continued journey once their quality of life has permanently changed for the better. Receive pictures and video from willing customers of their adventures Organize test rides with prospective customers in their area when the interest arises Networking with sales to increase customer interaction/meetups/activity post-delivery Build database/videography of Coyote operating procedures, expand FAQ's, tips/tricks for best use/maintenance Coordinate with support if the need presents itself for seamless technical assistance Pillar 3 — Coordinate with our Development Manager for Customer Fundraising Decide if a prospective customer meets the guidelines needed to work with our funding access coordinator and make preliminary contact Assist our Development Manager in guiding the recipient to collect needed collateral for the crowdfunding effort What we're looking for 2+ years in customer service Empathetic and genuine regarding our customers' varying needs and level of support requested Integrity and truthfulness so our customers grow in trust with every interaction. Sometimes this may require delivering news that the customer doesn't want to hear about production delays/challenges. It's important that you understand that this is the nature of the work, and can tolerate the burden of disappointing the customer, while doing your best to support customer morale. Comfortable with the physical disability community or eager to learn Natural helper who easily puts those they don't know at ease, especially those with vulnerable life situations Who you are You don't back down from a challenge and are always looking for ways to improve yourself and the community around you. You enjoy helping others and are a team player. Someone in distress and someone excited to speak with you are given equal attention without issue. You have a technical background in mechanics and/or electronics, and are comfortable around mobility devices. Thank you for considering this work!

Pay:

$18.00 - $22.00 per hour

Work Location:

In person