Customer Experience Agent (CEA) I

RunBuggy is a technology platform that connects car shippers and haulers. RunBuggy allows shippers to seamlessly connect with their existing management systems to integrate car transportation services, reducing cost, and improving time to deliver. For transporters, RunBuggy offers an alternative to expensive load boards and custom software solutions to better find and manage transportation loads. Since 2019, RunBuggy has grown to over 125 employees, has helped shippers move hundreds of thousands of cars, and has attracted tens of thousands of transporters across the U.S.

We are currently seeking a Customer Service Agent (CEA) I to support RunBuggy's customers. This position is responsible for providing top-notch service to our customers over the phone, on video calls, and using written communication (email and text). In this role, they will interact directly with our customers to answer questions, solve problems, provide education, and maintain our company’s reputation for high-quality service. 

This position is remote at this time, but starting in mid-2025, employees will be required to be in the office 5 days per week. The anticipated office location will be South Scottsdale or North Tempe (Tempe Town Lake area). Employees in this role are also required to work one weekend per month. Please do not apply if you cannot meet these requirements.

If this sounds just like you, then please read on! if you feel this is not in your wheelhouse, that is okay too! We are actively hiring outstanding professionals, so we encourage you to apply to one of our many other opportunities.

What You Will Be Doing:

• Handle a high volume of inbound and outbound phone calls, ensuring pickups and deliveries are on schedule as it relates to orders placed on our smartphone app.
• Maintain updated knowledge of all company products and services to provide adequate education to customers.
• Field incoming phone calls and respond to phone messages from customers.
• Promptly respond to customer questions submitted via email or our website.
• Answer customer questions and provide information to resolve any issues.
• Help resolve shipping issues with a high level of professionalism.
• Assisting users with uploading pictures or completing orders in our system.
• Obtain necessary information from customers to adequately follow up.
• Document important customer information for future reference.
• Collect and record customer feedback and information and share with appropriate departments and team members.
• Generate interest in new products or services and connect customers with salespeople when required.
• Foster and maintain relationships with customers to improve our retention rate.
• Attend all required customer service-related meetings.
• Additional duties as assigned.

What You Bring to the Team by Way of Skills and Experience:

• Proficiency with using Microsoft Outlook, Word, and Excel, and experience searching and using the internet required. 
• High School Diploma or equivalent required.
• Call Center experience a plus.
• Automotive, logistics, or transportation experience a plus.
• Understanding of performance-based metrics.
• Aptitude for acquiring skills in technical troubleshooting along with an eagerness to learn and take on new challenges.
• Ability to handle a variety of duties in a fast-paced environment.
• A positive, service-oriented attitude.
• Ability to recognize problems, strategize, and problem-solve.
• Ability to prioritize tasks and manage time.
• Ability to work under tight deadlines.

What is in it for You and Why you Should Apply:

• Market competitive pay based on education and experience.
• Highly competitive medical, dental, vision, Life w/ AD&D, Short-Term Disability insurance, Long-Term Disability insurance, pet insurance, identity theft protection, and a 401k retirement savings plan.
• Employee wellness program. 
• Employee rewards, discounts, and recognition programs.
• Generous company-paid holidays (12 per year), vacation, and sick time.
• Paid paternity/maternity leave.
• Partial remote work environment with monthly connectivity/home office stipend. 
• A supportive and positive space for you to grow and expand your career.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RunBuggy is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination, harassment, and retaliation on the basis of race, color, religion, sex (including gender identity and sexual orientation), pregnancy, parental status, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.