Customer Support Agent

Description
About Roam

Roam is the Canadian leader in the emerging car subscription market 

Since launching in 2020, we've grown rapidly and are now expanding with the vision of becoming the modern automotive group, offering subscriptions, leasing, sales, and fleet management for both consumers and businesses. Our mission is to improve the way people access and own cars because we believe mobility is an essential part of modern life. 

Roam is backed by world-class investors including Mantella Venture Partners and Mistral Venture Partners. Roam is profitable, growing fast, and headquartered in Toronto, Canada, with offices and garages across the GTA. 

The automotive industry is undergoing a massive transformation, from electric and autonomous vehicles to entirely new mobility models like ours. It's an exciting time to be shaping the future of transportation in Canada. 

Visit Roam's Website for more information: https://roam.auto/ 

The Customer Support Agent is: 

 

• One of the first points of contact and the voice of our customers inside the company, surfacing insights that help internal stakeholders better serve them
• Customer facing and directly responsible for delivering a best-in-class experience to Roam subscribers on a day-to-day basis
• Comfortable working in a fast-paced environment and able to juggle multiple priorities appropriately
• In person 5 days a week at our Etobicoke location

You will be responsible for: 

 

• Responding to inbound customer inquiries across phone, email, and chat in a professional and personable manner
• Booking and confirming customer appointments for vehicle pickups, drop-offs, and service visits
• Greet customers upon arrival at the service drive and accurately document vehicle concerns, service history, and requested repairs or maintenance
• Schedule service appointments via phone, email, and online platforms while optimizing Roam workload
• Serve as the primary liaison between customers, sales, and operations to ensure clear communication throughout the subscription process
• Following up with customers on outstanding invoices (related to damages, mileage overages, overdue payments)
• Triaging vehicle issues and roadside queries, and escalating to the appropriate team when needed
• Capturing customer feedback and improvement requests, and sharing them with the broader team
• Coordinating with the operations team to ensure all customer requests and issues are completed on a daily basis
• Supporting new customer onboarding, including walkthroughs, document collection, and account setup
• Helping keep the front of house welcoming and organized for incoming customers
• Assisting the Customer Experience Manager with reporting, documentation, and continuous improvement initiatives

Ideal candidates have: 

 

• At least 1 year of post-secondary education/experience
• Worked in customer service facing roles for a minimum of 1-2 years
• Enthusiasm towards helping people and approach problem solving on a personal level
• Strong written and verbal communication skills
• Attention to detail and time keeping
• Exceptional engagement and substantial availability during peak seasons (summer holidays, spring break, winter holidays)
• Strength to adapt and prioritize unexpected changes or emergency tasks
• A highly motivated, proactive, 'Get it Done' attitude

People best for this role have previously worked as, or have experience using the following tools: 

 

• A retail sales associate in a high-volume, customer-facing environment
• A call centre or contact centre agent comfortable using digital tools and workspaces
• A customer service representative at a dealership, rental agency, or similar
• A customer facing administrator/coordinator
• A front desk or guest services associate in hospitality
• Comfortable using Zoho, Zendesk, or other similar CRMs

Our team culture

We're a tight-knit, ambitious team led by experienced entrepreneurs and operators! We thrive on solving complex problems, moving fast, and delivering a remarkable customer experience. We also offer a comprehensive benefits plan and 4-Weeks paid vacation! 

We value: 

 

• Extreme ownership
• Curiosity and a growth mindset
• Collaboration and kindness
• Focus and resilience
• A sense of humour

Compensation

$45,000.00 - $50,000.00 per year