Operation Support Hotline Jobs

Schedule: Monday – Friday, 4:30pm - 12:00am EST (1:00pm - 9:00pm PST)

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

You will become an expert in addressing the needs and concerns of our internal teams across REEF's lines of business.

• Address time-sensitive issues including but not limited to account questions and troubleshooting by email & phone with professionalism in a timely manner.
• Identify key pain points of data processes and help create solutions through development of new data processes and strategies
• Proofreading customer/employee facing information, customer/employee email communications, and resources
• Other related duties as assigned
• Handle inbound issue resolution while maintaining an outstanding experience in every interaction
• Demonstrate effective communication skills and relationship-building.
• Draft and maintain up-to-date resources and manuals
• Complete work within required deadlines
• Develop a deep expertise in how REEF's processes, systems, and resources work, and how to use them to drive positive outcomes

What We Want From You:

• You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually.
• Quiet, dedicated workspace with minimum internet speed of 40mbps
• You have experience maintaining a high-level of professionalism.
• You have experience in a fast-paced customer service role and resilient in an ever-changing environment.
• You are a highly motivated individual that works well in a team environment.
• You are very organized--you can juggle both issue resolution & concise communication.
• You have 1-2 years' experience handling inbound customer issue resolution using email, phone and chat.

What We'll Provide

• Loaner Equipment
• Life and Disability
• Medical
• 401K (US) or RRSP Matching (Canada)
• Loaner laptop
• Vision
• USB Headset
• Monitor
• Paid Time Off (PTO)
• Dental

PHYSICAL DEMANDS:

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.

• Work is performed in a professional office environment.
• Frequently operate small office equipment such as a computer, tablet, and copier/printer, telephone.

WORKING CONDITIONS:

Work is performed indoors for extended periods of time including up to the entire duration of shift.