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
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
Remains current with products, market trends, and certifications
Other Duties: Job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time.
Reasonable Accommodations Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Minimum Qualifications and 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 Physical requirements include 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. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
EEO Statement 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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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
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
Remains current with products, market trends, and certifications
Other Duties: Job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time.
Reasonable Accommodations Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Minimum Qualifications and 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 Physical requirements include 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. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
EEO Statement 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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