Customer Experience Concierge

7 months ago

Etobicoke, Canada Roam Full time

Do you love people and consider yourself a driven individual? If you answered yes, then you're the right person to join our team as a Customer Experience Concierge. You'll be the first and last point of contact for Roam's client's to greet them in person, and help them get setup in their new vehicle.

Roam's mission is to improve the way people access and own cars because we believe mobility is an important part of modern life.

With Roam, you can get a car on a monthly subscription with auto insurance, roadside assistance and maintenance included. Get your car delivered right to your door. Cancel anytime. No long-term commitments. The entire process from start to finish is digital, managed via your smartphone.

Roam was founded in 2020 and is backed by a number of world-class investors including Mantella Venture Partners and Mistral Venture Partners.

The automotive industry is currently going through a major revolution. From electric and autonomous vehicles to new mobility models like ours, it’s an exciting time to be working on the future of the automotive industry.

Roam is currently based in Toronto, Canada with offices and garages across the Greater Toronto Area.

**What you’ll be doing**
- Coordinating customer deliveries, pickups, and returns of their Roam vehicle
- Sharing details to the customer about their subscription, and showing them their new vehicle
- Washing, moving, or preparing vehicles for delivery if the operations team is short handed
- Collect and validate feedback to drive appropriate product and experience innovation
- Strategically escalate issues to Product, Engineering, or Operations teams where necessary
- Document solutions to common problems and update our FAQ, knowledge library, chatbot and phone systems
- Become an expert in navigating our tools and technology for managing customer support tickets to streamline future responses
- Calling guests to set up delivery appointments and confirmation
- Writing work orders and crosschecking with the service department
- Coordinating insurance and documents for all deals.
- Confirming all delivery appointments with guest a day or two before delivery
- Assisting management and sales staff with any inquiries and projects

**Experiences, Qualifications & Skills**
- Previous sales and/or customer support will be a big asset in this role
- At least 2-3 years of relevant experience in the customer service industry
- You are motivated individual who will take on new challenges
- You are highly organized and detail-oriented
- You have a passion for customer service. You assist customers by analyzing and interpreting their needs and offer appropriate options, solutions and resolutions.
- G driver's license with previous insurance history
- A “do whatever it takes” attitude to get the job done
- Self-starter that is comfortable working with mínimal oversight and tight deadlines

**Schedule**:

- Monday to Friday
- Weekends as needed

**Working at Roam**

Here’s what we care about at Roam:

- **High integrity**: Be honest. Do what you say you’re going to do. Speak up when others won’t. Do the right thing.
- **Bias towards action**: Take action. Move fast. Get stuff done.
- **Extreme ownership**: Own everything in your world. Take responsibility for your actions and outcomes, and the actions and outcomes of those within your sphere of influence.
- **Seek truth**: Pursue the best ideas and solutions with an open mind. Use data to inform your perspective. Build up from a foundation of truth.
- **Be kind**: Help and support those around you. Put positive energy into the world.
- **Open, honest, and transparent communication**: Be direct with feedback in the spirit of helping others improve. Communicate issues and problems when you see them. Have the hard conversations. Praise teammates when they deserve it.

**Diversity at Roam**

The Roam team is diverse in background, race, age, sexuality, ethnicity, gender identity, perspectives and ideas. We care about performance, contribution and impact - not where you’re from, what you look like or who you love.

We’re building a company that moves people forward.

**Salary & Benefits**

Salary range for this position is $45,000 to $55,000 per year. Salary will be discussed during the interview process and will be based on the qualifications and experience of the applicant.

**Benefits and Perks**
- **3 weeks of vacation to start**: Once you complete the probation period, we offer 3 weeks of vacation per year to start, with plans to expand that over time.
- **Comprehensive benefits**: We offer a comprehensive benefits package to all our employees. Vision, dental, medication - we’ve got you covered.
- **Hybrid work**: Spend time working closely with teammates and customers at our head office and have the ability to work remotely when appropriate.
- **Optional access to a vehicle via a discounted Roam subscription**: We offer qualified teammates a discounted Roam subscription so you

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