Client Service Quality Rep II - VinSolutions - Mission, KS
- Full Time
Service Quality Rep – VinSolutions – Mission, KS
Responsible for the quality of
Implementation team member’s scorecard, while maintaining accountability for
accuracy, trending, coaching and adherence to the desired goals with all
representatives. Additional responsibilities include the maintenance and
accuracy of the Implementation Knowledge base.
Complete account scoring
Provide scorecard status reports
and provide coaching in accordance with Scorecard Procedures and Quality
Account review procedures, as well as other customer requirements.
Provide Implementation Managers
weekly updates for training needs of personnel in the department.
Keep up with the QA
specifications and standards for account builds/scorecards as well update
Knowledge Base documents and procedures.
Set standard and control
information flow for procedures of the process to insure Quality of
account builds and documentation.
Performs other duties as
Knowledge of various computer
applications including experience with business support applications such
as MS Office (Word, Access, Power Point, and Excel) required.
Must have an ability to
accommodate a flexible schedule and work overtime as needed.
High School Diploma or GED
required. Associate’s or Bachelor’s
3+ years experience with customer
service or operations
Experience in software
Strong knowledge of Good Customer
Service Practices and Good Quality Assurance Practices.
Customer oriented and service
Strong knowledge in Quality
Management Systems applicable to the VinSolutions system.
Capable of understanding and
overcoming different cultural and language obstacles to provide solutions
that satisfy corporate, regional, and local objectives.
Capable of analyzing data in
order to support the development of strategies to effectively manage the
action plans that will resolve the issues.
Time management and
Ability to build and maintain
effective working relationships is required
Ability to communicate both
written and orally, to all levels of management and across different
Knowledge of dealership needs and
desires for quality systems and compliance.
Ability to identify problems, and
initiate corrective actions and preventative actions.
Perceptual and analytical problem
solving relating to removal of obstacles.
Ability to use Quality Tools such
as auditing standards for analysis, account monitoring for quality
assurance, and process mapping for fact base decisions making
Handle routine questions relating
to product usage, as well as technical support issues relating to
VinSolutions family of products.
Maintains expert level knowledge
of VinSolutions products.
Develops and maintains strong
technical expertise in VinSolutions products and those devices and
platforms upon which the products function
Follow up skills.
Ability to handle and respond to
multiple open issues.
Able to work independently with
little direction and multi-task while being extremely productive and
Ability to work required shifts
both independently and within a team organization.
Identify, initiate and implement
process improvement projects
Competencies For Success:
Excellent oral and written
Requires attention to detail and
the ability to adapt to change.
Ability to accurately and
professionally facilitate communication between all team members and help
improve the quality of our client interactions.
Key Customer Interfaces:
Ticketing system in SalesForce
VinSolutions proprietary CRM
MadCap Knowledge Base.
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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