Customer Support Specialist
Vehlo is a provider of repair shop technology, focused on delivering software and financial solutions for the auto repair industry. The Customer Support Specialist role involves providing frontline support to business owners through various communication channels while assisting with account maintenance and inquiries, ensuring timely and accurate resolutions for customers.
Responsibilities
- Provide frontline customer support through phone, email, chat, text messaging, through our ticketing system
- Handle account maintenance requests, reconciliation questions, funding research, and general support inquiries
- Assist merchants with payment-related questions, product adds, equipment requests, and account updates
- Support customers with fraud, risk-related, and high-ticket inquiries while partnering with internal departments as needed
- Identify and escalate technical issues to the Technical Support team when appropriate
- Manage a fast-paced workload that includes inbound/outbound calls and active support cases simultaneously
- Utilize critical thinking and problem-solving skills to resolve customer issues
- Navigate multiple systems and tools to research accounts and provide accurate information efficiently
- Deliver excellent customer experiences measured through quality assurance and customer satisfaction metrics
- Contribute feedback, process improvements, and Knowledge Base content to support team growth and operational efficiency
- Partner with sponsoring banks, software vendors, and internal teams to support merchants effectively
- Other duties as assigned
Skills
- 1-2 years of previous call center experience
- Excellent verbal and interpersonal communication skills
- Enjoys working with clients and sales reps over the phone
- Able to assess challenging situations and find opportunities for improvement
- Able to accurately follow customer workflows in a fast-paced environment
- Availability for occasional overtime hours
- Hardworking but with a sense of humor and ability to have fun!
- Bilingual preferred
Benefits
- Medical, dental, vision, and life insurance
- 401(k) with company match
- Paid time off and holidays
- This role may be performed in a remote, hybrid, or office-based environment depending on business needs.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
- Employment may be contingent upon a background check in accordance with applicable laws.
Company Overview