GopherMe

GopherMe is an online marketplace that connects users with reliable people in their neighborhood who are willing and able to run errands and take care of skilled tasks for them.

How It Works

1. Users select one of ten task categories (shopping/delivery, cleaning, moving, repairs, etc.) to indicate the type of help they need.
2. They fill out a form indicating when and where the Gopher should go, and include any details necessary to complete the request.
3. After submitting the form, users are shown a list of available Gophers to choose from, with reviews and hourly rates for each person.
4. Users select their preferred Gopher, confirm the details of their task, and submit their request.
5. A Gopher is automatically notified when they've been selected, and they are required to accept or decline the job in GopherMe's internal system. If they need more information before proceeding, they get in touch with one of four Request Takers who will get the necessary details from the user and pass it along.

GopherMe requires at least 3 hours notice before a job can begin, but requests are typically received and confirmed within an hour of submission. Today, they receive about 10 requests per hour, about 100 per day. There are 30 active Gophers out fulfilling requests at any given time and a total of 250 in the company database.

Gophers are paid at an hourly rate. Minimum task time is 1 hour, with additional time calculated in half-hour increments. Tasks take an average of 1.5 hours.

Customer Service Responsibilities

GopherMe currently employs two full-time Customer Service representatives (in of an office of 16), one of whom is you! Your job is to monitor the phone, email, and online chat service and respond to user questions as quickly as possible. Inquiries can involve any of the following:

• Instructing them on how to submit a request
• Explaining how the whole transaction process works
• Checking on the status of in-progress requests
• Investigating and addressing customer complaints when they are not satisfied with a Gopher's work.

Customer Service representatives are not Gophers themselves but act as their support team. You have the company's support to go the extra mile, at your discretion, to make sure customers are happy and satisfied by their interactions with GopherMe.