Customer Experience Representative

Job Description

Who we are:Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Motive combines IoT hardware with AI-powered applications to connect and automate physical operations. Motive is one of the fastest-growing software companies in the world, serving more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.Motive is built on four foundational attributes; Own It, Less but Better, Build Trust, and Unlock Potential. This has taken our company to great heights, including being recognized by Fortune for Best Workplaces, Forbes Best Startup Employers, and Comparably for our Best Global Culture, Sales Team, Leadership Team, Career Growth, and CEO for Diversity. We?re proud to receive an employee net promoter score of 63 (according to Comparably) which places Motive in the top 5% of companies with 4,000 employees or more.Today, our team is made up of more than 4,000 employees, located across the world, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our 8 global office locations. Visit our careers website to learn more about opportunities at Motive.About the Role:The Customer Experience Representative will partner with the CX Lead to ensure we identify customer pain points, provide effective solutions for customers and report this information to leaders in the company. We do this through outbound calls to customers who give low scores on NPS and CSAT Surveys. The CX Representative will take ownership, reviewing the company?s account history, contact the customer and gather feedback and data. The CX rep has the opportunity to turn the negative customer experience around by resolving pending customer issues (where applicable) or escalate them to the relevant channel/department for further assistance. The interaction with the customers will be based on a standardized script and SOPs outlined to them.What You?ll Do:

• Customer engagement: Speak with dissatisfied customers, obtain and document feedback, assist with problem solving and empathize with customer pain points.
• Timely response & resolution: Escalate unresolved customer complaints in a timely manner.
• Product: Become a subject matter expert in our product offering and be able to speak with customers confidently about what the key challenges they face.
• Adherence: Be a trusted CX partner for cross-functional customer-facing teams and collaborate to solve customer problems.

What We?re Looking For:

• Minimum 1 year experience in a customer-facing role.
• Experience with customer facing surveys example CSAT, NPS, etc.
• Strong communication skills, written and oral.
• Strong analytical skills. Past experience with data analysis in excel or other tools.
• Must be able to empathize with the customers.
• Interest or past experience with research (in person, online and telephone) is a plus.
• Experience working with Google Suite.

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.Please review our Candidate Privacy Noticehere.The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motives policy to require that employees be authorized to receive access to Motive products and technology.#LI-Remote

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