Customer Service Representative - Tier 1 (Steward of Customer Success, Troubleshooter of Tickets, Foreman of the Phones)

Description

Do you feel a spark of excitement when a customer finally gets it after you explain a complex concept? Do you go the extra mile (or two) to ensure your clients not only succeed but thrive? Are you the kind of person who loves breaking down challenges, creating processes, and helping others solve problems quickly and effectively? Does supporting your team and building meaningful relationships make your day? Then this might just be the role for you!

RTA is on the hunt for a Customer Support Representative who’s ready to tackle both common and complex product support cases with a mix of enthusiasm, technical expertise, and a passion for people. This role isn’t just about troubleshooting software issues—it’s about empowering our clients to succeed by teaching them best practices and guiding them through challenges.

The ideal candidate balances top-tier communication skills with a natural knack for solving problems. You’re someone who thrives in a team, takes ownership of your work, and understands that your efforts not only drive our company forward but also play a key role in the success of our clients. If this sounds like your jam, we’d love to hear from you!

What We’re Looking For

In general, someone who:

• Feels at home being a member of a healthy team. This means they aren’t afraid to mix it up or be held accountable by the team and they are willing to hold others accountable as well. People with trust issues and insecurity need not apply. No, seriously. 
• Passionately cares about our clients and helping them be more successful. Our clients are fleet managers, parts clerks, automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.
• Thinks of themselves less, while not thinking less of themselves. They are other-centric and compassionate.
• Is willing to lift boxes, clean floors, and hold doors if that’s what it takes to get something done. 
• Listens to and resolves customers’ concerns, issues and questions kindly and calmly and within stated SLAs.
• Maintain a positive attitude and calmly respond to customers’ complaints.
• Recommend possible products to meet the customers’ needs.
• Loves to read, learn, grow, and stretch themselves. Bonus points for each book you’ve read by Patrick Lencioni.

Specifically for this job, someone who:

• Personable and attentive
• Strong interpersonal skills
• Strong verbal communicator
• Strong technical troubleshooting skills
• Very capable of researching knowledge bases to find solutions
• Understands the software development life cycle (SDLC) and how customer support fits in
• Exposure to basic SQL
• Familiarity with Jira is a plus
• Background in software customer support a plus

Does this sound like you? Let’s talk!

Key Results Areas (aka the Job Outcomes)

• Maintains a 4.9 or greater CSAT rating on their cases
• Receives compliments on 20% of their cases.
• Handle cases within a stated SLA (time to answer, wait times, time to resolution, etc.)
• Able to handle 80% of their calls without escalation within 6 months of starting.
• Establish relationships with 100% of their assigned clients, and that over 95% of those clients renew their subscription.

Feeling confident that this is in your wheelhouse? Let’s put that to the test! 

The Bottom Line

You’ve made it this far, so congratulations! We are really looking for people who are ideal team players, with an almost frightening intensity around customer service, and a passion for working with fleet professionals.  This is a full-time, in office role, Monday - Friday.

About Us

Founded in 1979, RTA has long earned the reputation of knowing our stuff and providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love the fact that our work has a positive impact on all the lives we touch. Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them. 

Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other’s company. We offer some pretty unique perks and benefits like unlimited PTO, generous holiday schedules, Spirit Weeks, regular coaching, and access to the CEO, as well as all the standard ones like medical insurance, 401k 6% Safe Harbor match, life insurance options for employees and families, etc.

Coming from the east side? You’ll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions.

If all of this sounds like you, and your type of company, then click apply! Seriously, we’ve asked you three times, and you are still reading. Maybe these aren’t the droids you are looking for?