SPE-AV Social Media Monitoring

Overview

Front line contact center agents who handle calls, chats and emails for our clients and their customers. These cases include responding to inquiries, managing complaints, troubleshooting significant client and customer service problems, and providing general information in a professional manner through positive and quality interactions.

Assist with monitoring of vehicle alerts and provide guidance as needed. Maintain up-to-date knowledge of Waymo’s self-driving technology, service offerings, and messaging by completing new trainings and knowledge checks in a timely manner.

• Address issues or tasks assigned to them through ticketing systems via Chat, Email or Phone channels simultaneously.
• Provide guidance and support to drivers via phone for break and maintenance requests.
• Assist with monitoring of vehicle alerts including but not limited to service alerts, oil changes, and gas etc., and take action as necessary by submitting work orders.
• Demonstrate strong written and verbal communication; compose thoughtful, concise messages that align with Waymo’s voice across all channels.
• Exhibit excellent active listening, time management and organizational skills.
• Maintain a professional and diplomatic demeanor while being empathetic with the client or customer.
• Monitor rider interactions through visual and audio prompts in internal tools.
• Be adaptable and flexible; comfortable with change and growth in a fast-paced environment.
• Demonstrate superior troubleshooting skills with the goal of first-touch resolution and know when to escalate to Team Lead with complete troubleshooting description in case notes.
• Perform functional testing for software and hardware-related updates on a required basis.
• Navigate Google Applications and maintain up-to-date knowledge of Waymo’s service and messaging.
• Create and categorize cases, prioritize by client code, and follow up on aging or open tickets.
• Escalate to Team Lead and/or SME if all areas of troubleshooting have been tried; monitor user interactions and prioritize inquiries through internal CRM.
• Demonstrate superior multitasking across phones, chats and emails; exemplify professional and diplomatic demeanor with clients and customers.
• Meet internal metrics such as quality, performance SLAs, and shift adherence.

As per the 2006 Age Discrimination Act please do not specify number of years experience; use terms like Extensive, Strong, Good, Fair.

• Excellent problem-solving skills and the ability to logically reason and troubleshoot sequentially to provide global quality assistance.
• Ambitious, energetic, and with a mindset to deliver first-time resolution.
• Excellent customer service skills across calls, chats and emails.
• Basic technical troubleshooting knowledge; technological awareness is essential.
• Spontaneous, creative, and take ownership to solve for customer needs.
• Professional, diplomatic, and empathetic persona reflected in written and spoken communications.
• Flexible with shifts and comfortable in a 24x7 work environment.

• Experience working with Tier 1 clients.
• Ability to collaborate with Team Leads on escalations, service outages and change control.
• Knowledge of ticketing tools (Service Now, Remedy, Spiceworks, Hubspot, etc.).
• Understanding of operations/service delivery and ability to manage critical situations with minimum supervision.
• Understanding of contact center metrics and how they relate to team goals and customer service.

• Experience in customer service for a ride-sharing service or car company preferred.
• Excellent spoken and written communication skills; Versant 65 or CEFR C1 recommended.
• For internal hires: successful completion of 90-day probationary period, no attendance occurrences, write-ups, or disciplinary action within the last 90 days; meet or exceed existing SLA and QA standards.

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