Quality Service Coordinator - Remote
Schedule: Mon - Tues 12a-8:30a; Fri - Sat 8a-4:30p, EST
Who You’ll Work For
REEF’s mission is to connect the world to your block. We transform underutilized urban spaces into neighborhood hubs that connect people to locally curated goods, services, and experiences. With an ecosystem of 4,500 locations and a team of 15,000 people, REEF is the largest operator of mobility, logistics hubs, and neighborhood kitchens in North America. Together we are leveraging the power of proximity to keep our communities moving forward in a sustainable and thoughtful way.
What You’ll Do
Quality Service Coordinators (QSC) are integral members of our Customer Experience team, helping ensure REEF consumers receive the most proficient and best service possible. The primary role of QSCs is as a Customer Experience Representative (CXR), handling calls, emails, SMS and chat interactions from REEF customers and partners across North America and Europe with professionalism and efficiency. QSCs also act as the on-shift subject-matter expert and escalation contact. QSCs answer questions from lesser-experienced CXRs who need help to resolve transactions and accept supervisor call transfers to de-escalate and solve caller inquiries. As needed, QSCs handle administrative duties related to their assigned business verticals, including workflow form approvals and other high-complexity work.
This is a permanent work-from-home position.
Operate with Speed, Agility and Accuracy
Use critical thinking and decision-making skills to handle back-to-back interactions in a fast-paced, multi-tasking environment
Toggle between multiple REEF systems and databases to look up information, update records, and log key details about customer interactions
Maintain attention to detail and accuracy in both verbal (phone) and textual (email, chat, and SMS) communications
Champion Customer Success
Foster customer success by efficiently resolving customer inquiries and complaints
Demonstrate empathy and excellent listening skills
Embrace performance-based targets and call monitoring/recording
Assist CXRs on-demand when they need expert-level assistance to resolve calls.
Accept call transfers for callers who have requested to speak to a supervisor.
What We Want from You
Subject matter expertise gained as a CXR in the REEF CX
Proven ability to consistently meet CXR KPIs as a CXR in the REEF CX
High school diploma or equivalent certification
Previous experience in a high-volume, fast-paced environment
A strong work ethic and reliability with professionalism and poise
Superior interpersonal, verbal, and written communication skills
Maintain attention to detail while performing repetitive tasks
Ability to work from a seated position at a desk and talk on the phone for 8 hours a day
Designated workspace at home, with a reliable high-speed internet connection
What We’ll Provide
Life and Disability
Paid Time Off (PTO)
Career pathing and advancement opportunities
Computer, monitor, keyboard, and full training for REEF systems
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Frequently operate small office equipment such as a computer, tablet, and copier/printer, telephone.
Work is performed indoors in a seated position at a desk for extended periods of time including up to the entire duration of a shift.
REEF Technology is an equal opportunity employer, and we value diversity at our company. REEF does not discriminate on the basis of race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. REEF complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.