Customer Service Representative

United States
Posted 1 month ago

Position Title: Customer Service Representative
Salary: $15 Per Hour + Attractive Incentives
Working Hours: 6 a.m. – 5 p.m. (Monday – Friday Pacific)
Education:  High School Diploma / Associate Degree Preferred
Work Experience: 1+ Year of demonstrated customer service-oriented experience
Working conditions: Remote (The position requires 40-hours per week Monday to Friday)

 

Benefits:

  • 401(k)
  • Dental Insurance
  • Health Insurance
  • Paid Time Off
  • Vision Insurance

 

Summary: In the role of the Case Manager-Remote you will provide high-quality service to automotive clients/customers and assist when they are experiencing vehicle or dealership concerns. This role will involve inbound and outbound communication with customers, dealerships, and clients, using phone and e-mail. As part of the process, you will be required to use critical thinking skills and independent judgement in conjunction with process guidelines in order to help resolve customers’ concerns, process goodwill transactions, deliver resolutions to customers, and accurately document interactions

 

Responsibilities: (Described as essential functions of the job): 

  • High-level Integrity, understanding & abiding by our business practices
  • Willingness to learn (LOB specific product/service, policies & processes), execute and improve
  • Ability to effectively navigate through desktop tools, applications, and websites
  • Basic Knowledge of MS Office
  • Knowledge of Product/Service life cycle in the Automobile industry (Preferred)
  • Excellent knowledge of warranty life cycle management (Preferred)
  • Have a complete understanding of and follow up on all manufacturer and after-market warranty company policies and procedures (Preferred)
  • Ability to utilize various documentary and personnel resources to craft case-specific action plans
  • Respond to inquiries and research and resolve problems related to transactions handled by the department
  • Ability to craft professional, business-appropriate emails to customers, dealerships, and internal business units
  • Critical thought and resourcefulness to create unique action plans that are based on each customer’s specific request and pre-existing case history
  • Ability to document a case’s file properly, provide succinct memos to the case that clearly detail the case manager’s interactions, and attach properly described files to the case
  • Excellent Problem-solving skills with proficiency in identifying issues by performing Root Cause Analysis
  • Strong time management and organizational skills to ensure smooth and seamless operations
  • Ability to spot and report areas for continuous process improvement
  •  Proficiency in keyboarding (35+wpm), Windows-based applications, internet, and web browsing

 

Soft Skills:

  • Must possess excellent oral and written communication skills in English
  • Ability to express precisely and with clarity
  • Excellent listening & Probing Skills
  • Exhibit strong interpersonal techniques – is positive, pleasant, respectful and customer-focused
  • Ability to express empathy and exhibit a desire to help others
  • Provide case handling that is unique and based on each individual customer’s specific needs and schedule
  • Ability to de-escalate difficult customer issues to full resolution
  • Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
  • Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite and provide excellent customer service
  • Exhibit strong critical thinking skills

 

What you’ll do: 

  • Provide a superior experience on escalated/complex cases where expectations are clearly expressed to customers, customer follow-up times/dates are agreed upon in advance, and compensation for poor customer experiences is relative to the impact on each customer’s background and needs
  • Interface with car dealers, customers and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair attempts
  • Conducting research by reviewing vehicle service history
  • Resolve sales experience complaints such as poor showroom or F/I interactions, lease-end issues, delivery condition of sold vehicles, providing education and guidance to customers on sales/finance inquiries
  • Resolve service experience complaints such as warranty eligibility disputes, issues involving normal vehicle operation, cost of repairs, product liability claims, back-ordered parts, loaner cars, and appointment reservations
  • Analyze the merits of lemon law claims and escalate to business partners arbitrating such claims
  • Provide expedited handling of customer inquiries received by executives
  • Show proper documentation of every interaction for each case appropriately

 

EEO Statement:  CSS Corp. provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.

 

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice.

Job Features

Job CategoryCustomer Support
Job Level1 - 5 Years
Experience1 - 2

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