Red Envelope Consulting · 21 hours ago
Customer Service Expert
Indianapolis, IN
Full-time
Onsite
Entry Level
$18/hr - $21/hr
1+ years expRed Envelope Consulting is seeking a Customer Service Expert to join their team, dedicated to enhancing community experiences. The role involves providing top-notch customer support for Pacers Bikeshare, ensuring a positive experience for visitors and assisting with operational tasks.
ConsultingHuman ResourcesOutsourcingTraining
Responsibilities
Respond to inquiries via phone, email, and in person with professionalism, clarity, and empathy
Clarify pricing questions and explain Pacers Bikeshare program and pass details?
Support adaptive bike reservations and respond to accessibility-related requests
Create and update promo codes to support marketing and community engagement initiatives
Ensure dashboards are accurate, up-to-date, and support operational decision making
Assist in cross-departmental initiatives that enhance experience?
Represent the organization in a professional manner and with a positive attitude
Monitor Trips Grid data and make recommendations and/or adjustments based on data findings
Respond to billing inquiries and if possible, proactively communicate with people when issues are identified
Communicate with annual passholders to resolve account issues, navigate upcoming charges and/or changes
Monitor and respond to bank disputes initiated by customers
Manage user expiration data to support communication efforts to passholders
Perform monthly RFID card fulfillment and mailing
Conduct monthly bike sponsorship census to ensure accurate tracking of sponsored bikes in the system
Track recovered bikes and maintain accurate log information
Contribute to bikeshare sentiment and feedback tracking to support continuous improvement
Qualification
Required
Overall Customer Support Experience: Respond to inquiries via phone, email, and in person with professionalism, clarity, and empathy
Clarify pricing questions and explain Pacers Bikeshare program and pass details
Support adaptive bike reservations and respond to accessibility-related requests
Create and update promo codes to support marketing and community engagement initiatives
Ensure dashboards are accurate, up-to-date, and support operational decision making
Assist in cross-departmental initiatives that enhance experience
Represent the organization in a professional manner and with a positive attitude
Monitor Trips Grid data and make recommendations and/or adjustments based on data findings
Respond to billing inquiries and if possible, proactively communicate with people when issues are identified
Communicate with annual passholders to resolve account issues, navigate upcoming charges and/or changes
Monitor and respond to bank disputes initiated by customers
Manage user expiration data to support communication efforts to passholders
Perform monthly RFID card fulfillment and mailing
Conduct monthly bike sponsorship census to ensure accurate tracking of sponsored bikes in the system
Track recovered bikes and maintain accurate log information
Contribute to bikeshare sentiment and feedback tracking to support continuous improvement
Customer-centric: you enjoy helping people and can communicate clearly, calmly, and professionally
Detail-driven: you maintain accurate records and notice inconsistencies quickly
Tech-savvy: you learn new systems, dashboards, and tools with ease
Problem-solver: you approach challenges with curiosity and persistence
Collaborative: you work well with operations, programming, and administrative teams
Organized: you can manage recurring weekly and monthly tasks without letting anything slip
Friendly and Welcoming; you are open to and enjoy engaging with people of all backgrounds
Familiar with Indianapolis: you are familiar with or have the ability to learn how to help people experience the Cultural Trail and the city
Preferred
1 year of phone-based customer service experience
Conversational knowledge of Spanish or other non-English languages
Benefits
Competitive compensation and benefits package
Company
Red Envelope Consulting
Red Envelope Consulting provides human resources and training services.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2023-09-11Acquired
Leadership Team
Chelsea DuKate
Founder & President
Company data provided by crunchbase