Customer Service Representative

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Take customer calls and provide accurate, satisfactory answers to their queries and concerns
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Call clients and customers to inform them about the company’s new products, services and policies
Guide callers through troubleshooting, navigating the company site or using the products or services
Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
Collaborate with other call center professionals to improve customer service
Help to train new employees and inform them about the company’s customer management policies

Duties

Receives inbound client calls for service related issues
Facilitates specific appointments for the service advisors
Dispatches Roadside Assistance/Tow Service
Performs outbound service campaign calls
Follows detailed scripts for inbound/outbound calling
Confirms all scheduled appointments
Follows up on 100% of “no show” client appointments
Maintains defined service levels

Minimum Qualifications/Skills

• High School Diploma or General Education Diploma; and one year related experience and/or training; or equivalent combination of education and experience.
• Current, valid driver’s license and satisfactory Motor Vehicle Report (MVR)
• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems

Supervisory Responsibilities

This role will not have supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.

Physical Demands

• Occasional lifting/carrying of 5 pounds
• Visual acuity, speech, and hearing
• Hand and eye coordination and manual operate a computer keyboard and basic office equipment
• Sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions
• Working conditions are primarily inside an office environment

Benefits

• Medical Insurance plans tailored to salary and wage levels
• Dental and Vision Insurance
• Paid Parental Leave
• 401(k) with matching
• Disability Insurance, Pet Insurance, Group Life Insurance
• Flexible Spending Accounts
• Critical Illness, Accident, and Hospital Indemnity Supplemental Coverage
• Voluntary life and ADD coverage
• Short-term Disability and Long-term Disability
• Competitive Pay Plans
• Paid time off, Paid Holidays and Paid Time Off for community service events
• Employee discounts on vehicle purchases and service
• Growth opportunities
• Annual company events and family-friendly celebrations

Equal Opportunity Employer

The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws.