Automotive Customer Service Representative (On-Site)

About the role

We’re looking for passionate game-changers to deliver exceptional customer experiences and solutions for one of the world’s best-known brands. Join a world-class team in Farmington Hills, MI.

Responsibilities

• Receive inbound calls and/or requests from dealerships, regions, clients and other external contacts
• Respond to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service
• Access and update secured or sensitive data in internal and external databases
• Maintain professional relationships with customers and business partners (both internal and external)
• Process, approve or deny claims in accordance with OEM program guidelines
• Keep all Personally Identifiable Information (PII) always secure
• Escalate appropriate problems to Team Lead/ Sr. Team Lead
• Navigate computer programs through multiple screens
• Reads and researches relevant materials and resources to stay current with program knowledge
• Complete detailed report proofing in a timely manner
• This position requires strict adherence to the company tardiness and absenteeism policy
• This position is required to maintain a high level of confidentiality in all duties
• Deliver expert customer experiences…with a smile

Qualifications

• Must be located near the Farmington Hills, MI site
• Minimum 3 years experience in customer relations. Experience working with Automotive/Dealerships is required
• Intermediate in Microsoft Office specifically including Word, Excel, Outlook
• Problem-solving skills, detail oriented, ability to work independently and under pressure. Must be self-starter able to prioritize tasks, to meet deadlines and production schedules
• General data entry and ability to use the following software packages: Microsoft Internet Explorer, Word, Excel and Outlook
• Strong analytical and problem-solving skills to review and trouble shoot data, reporting and incentive claim processing and payment history
• Must be flexible, detail oriented, organized, able to multi-task, analyze data and dealer concerns and possesses strong customer service and communication (written and verbal) skills
• Problem-solving skills, detail oriented with an ability to work independently and under pressure. Must be a self-starter able to prioritize tasks, to meet deadlines and production schedules

Benefits

• The base salary range for this position is $18/hr - $20/hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies.
• Benefits available to eligible U.S. employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid training days.
• DailyPay enrollment option to access pay "early," when you want it
• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
• Health and wellness programs with trained partners to help promote a healthy you
• Mentorship programs that support your rewarding career journey
• A modern, state-of-the-art office setting with advanced technologies and a great team
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
• Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
• A range of other perks and benefits

Pay

The base salary range for this position is $18/hr - $20/hr. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies.

Schedule

This position requires strict adherence to the company tardiness and absenteeism policy and maintains a high level of confidentiality in all duties.