Summary Statement:

At Derive, Customer Success is the foundation of our company to ensure customer delight, loyalty, and the best support in the industry. Our vision is to put smiles on the faces of enthusiasts, and our mission is to genuinely and enthusiastically provide solutions to customers to extract the maximum value from our products while ensuring customer loyalty and experience.

CST’s are responsible for answering customer's questions, concerns, troubleshooting issues with devices or software as well as giving customers advice and direction on how to extract the most value out of our products and services.

Essential Duties & Responsibilities:

  • Customer Success mentality! Positive attitude and genuine interactions with our customers through phone, chat, and email.
  • Gathers customer’s data, documents it and determines troubleshooting steps by evaluating and analyzing the symptoms.
  • Answer support questions related to PCM tuning, Derive products, and connectivity between products and computer hardware as well as explain features of products.
  • Must remain in assigned queues, undistracted and focused on the customer always!
  • Must follow specific requirements regarding logging customer interactions in our CRM and other software. This includes very detailed note-taking, creating cases for every call, and acquiring necessary information and files.

Measures of Success:

Accurately and efficiently creating and logging cases for all customer interactions. Detailed note-taking so that issues in the field are repeatable and engineering can properly investigate. Exceptional interpersonal relationships and customer experience.

  • Average 8.5 or higher customer satisfaction results on surveys.
  • Average 95% or higher on schedule adherence.
  • Maintain an average of 80% or higher on call scorecards (call quality).
  • Meet or exceed all other metrics or objectives assigned by your manager.

Impact on Organization:

Excellent customer service and product knowledge to provide the best customer experience possible. Exceptional attention to detail, problem-solving, researching, note-taking, and case logging will streamline efforts to fix critical issues in the field. This will result in our teams providing the best customer success and experience in the industry.

Critical Work Relationships and Work Flow Interdependencies:

Critical relationships will include all sales staff, CLST members, QA, returns, production, shipping departments, and engineering employees. Exceptional customer service relations.

Minimum Requirements:

  • Ability to work from home and have access to high-speed internet if required.
  • 1 year or more in customer service and/or call center environment.
  • Excellent Customer Service, phone etiquette, and professionalism.
  • High school diploma or equivalent.
  • Basic computer skills and troubleshooting. Including drivers, USB, and internet connectivity.
  • 30 WPM or higher, ability to actively listen and type out key information at the same time.
  • Ability to clearly communicate verbally and written.
  • Ability and willingness to stay late as needed to clear queue calls and make sure current customers you are troubleshooting still get the highest level of support.

Preferred Requirements:

  • 3+ Years in Customer service or call center environments.
  • Automotive Inclined/Automotive Experience/Automotive Background.
  • Automotive degree or vocational training.
  • Ability to troubleshoot automotive electrical, mechanical, and potential tuning issues.
  • Previous experience in the automotive industry.
  • Knowledge or experience of automotive ECM tuning, Gas or Diesel.
  • Knowledge of Automotive OEM hardware, aftermarket parts.
  • 50 WPM or higher.

Complexities/Critical Success Factors:

Highly motivated, high level of work ethic, punctuality, ability to work independently and in a team environment. Achieving all measures of success.

This role can be based in the following states: AZ, CA, CO, FL, ID, IL, OH, PA, SC, or TN.

This position is eligible to participate in company medical, dental, disability, paid time off, and 401(k) plans. Colorado's 2021 Equal Pay for Equal Work Act requires an estimated base range for this position: $14.00/hour - $18.00/hour. Actual range is based on fair market value of the role in the geography in which you live based on requirements of the job and your skills. This posted range is a good faith and reasonable estimate. Derive Systems reserves the right to adjust this range depending on the qualifications of the selected candidate.

Derive Systems provides equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local laws.