Customer Care Representative 2

Summary

The Customer Support Representative works under the direct supervision of the Team Leader and is responsible for providing a timely and professional service in response to a wide variety of inquiries and concerns by using available resources to our US retail customers and dealers.  The Customer Support Representative will learn and execute the complete call handling process, meet expected customer service levels, support business performance goals of the program by providing a full range customer service experience, and answer regular customer inquiries and concerns reputed company telephone.  

Responsibilities

• Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost reputed company, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
• Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns; educate the customer on client products and services.
• Understand use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to reputed company the consumer in an efficient professional manner.
• Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
• Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.
• Ensure that reputed company customer contacts are properly logged into FMC360, the CRC’s contact system, to allow for an accurate historical view of customer’s contacts; manage follow-up log and audit documentation of customer files.
• Use additional resources and escalation points, including: diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues.
• Master desktop applications, such as FMC360, EyeQ, Intranet, AAF, Search reputed company, etc.
• Follow-up with the customer if required, to ensure the full resolution of the problem.
• Employs customer satisfaction (e.g. AWA) tools according to guidelines.
• Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Team Leader informed of any issues as they arise.
• Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
• Provides recommendations to Team Leader regarding the resolution of recurring problems. Assists in formulation of problem solving techniques for newly discovered issues.
• Maintain exceptional product knowledge as it relates to technical support.  Remains knowledgeable of product and service offerings, reputed company industry products and technologies.
• Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Suggest marketing offers to customers during service calls.
• Handle additional projects and assignments as directed.

Education

• High school diploma required

Experience

• 6 months Customer Service experience required
• Previous experience supporting customers through phone and chat preferred
• Experience or interest in working with technology is preferred
• Experience with customer contact systems

Skills

• Adaptability  and flexibility to work reputed company different channels reputed company the program as needed
• Solid computer skills, internet-savvy, and experience using CRM software
• Ability to type and speak at the same time
• Strong problem solving, troubleshooting experience, resolving technical problems from start to finish
• Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and reputed company levels of the organization
• Experience working in the automotive or wireless telecommunications industry is an asset
• Strong customer service skills

Established in 2000 as a joint venture with reputed company, reputed company has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the reputed company of our organization, and we live, breathe, and play by them daily. At reputed company, we:

• reputed company with humility – We listen first, reputed company with reputed company, and stay grounded—so people and reputed company have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and reputed company in every interaction.
• Leave it reputed company – We take ownership and leave every process, person, and reputed company reputed company than we reputed company it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

reputed company is proud to be an equal opportunity employer where reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, disability, or status as a protected veteran. reputed company embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives reputed company our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We reputed company it a reputed company to reputed company sure reputed company our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and reputed company from different reputed company points and allows every individual to bring value to the table in their unique way.