Customer Service Advisor
About the role
Seeking customer service advisors for a major automotive client who will be responsible for managing day-to-day contact duties with automotive customers across a wide variety of communication platforms. They are driven to provide support for their team leaders to be successful in building relationships with our customers, other team members, dealership personnel, field organization, brand quality, and various corporate leaders. The end goal is to have a team of highly skilled advisors who can universally assist customers with any issues related to Customer Assistance, Marketing Support, or Connection Center questions, comments, concerns, issues, or feedback.
Responsibilities
- Work together to create a team culture which puts the customer at the center of everything we do while also delivering operational excellence and maintaining an engaging, vibrant workplace.
- Timely case handling while always looking for appropriate and unique solutions for our customers, treat them with empathy and understanding.
- Take initiative to resolve multi-faceted problems which the team is faced with, while ensuring the team leaders have the necessary information on case status, suggestions, and resolutions.
- Technical troubleshooting of inbound calls regarding assistance with vehicle connectivity, Wi-Fi, Infotainment and onboard apps.
- Assist other team members as needed in the research and resolution of escalated situations; provide root cause analysis and necessary corrective action plan.
- Attend weekly Quality Audits with team leaders to identify opportunities for improved performance, process compliance and customer experience.
- Deliver feedback to TLs and senior Advisors on case standing.
- Interface daily with various levels of call center and potentially corporate leadership; execute on their directive.
- Exceed expectations with regards to team KPIs, such as service level, Customer Satisfaction and completed on-time activity metrics.
- Perform administrative duties such as documenting all points of contact, following up with customers, Dealers, Field staff and others as needed, recording all actions taken.
- Drive towards continuous improvement and help carry the team forward to excellent customer experience that exceeds industry standards and sets new bars for performance.
Skills
- customer support
- customer service call center
- technical support
- Service desk
- dealerships
- crm
- call center customer service
Additional Skills & Qualifications
- 1+ years of experience in automotive customer service-related profession (preferred not required)
- 2+ years of experience in customer service with luxury experience (strongly preferred)
- General technical proficiency, problem solving and troubleshooting experience required
- Familiarity with both Android and Apple devices
- Computer navigation and proficiency in Excel, PowerPoint and Word
- Strong reading comprehension and verbal and written communication skills
- Expertise and knowledge of automotive industry (preferred)
- Ability to deal with ambiguity and adapt quickly in a fast-paced environment
- Ability to manage multiple projects/activities within aggressive timelines while still handling customers with empathy and understanding
- Need to be reliable and able to problem solve
Pay
The pay range for this position is $22.00 – $23.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Schedule
This is a hybrid position in Warren, MI.