Summary/Objective: The role of the Customer Service Representative – Escalations, is to handle cases involving complex and escalated guest issues by providing a white glove concierge style of service. Resolve escalated/complex cases where expectations are clearly expressed to guests, guest follow-up times/dates are agreed upon in advance, and compensation for poor guest experiences are relative to the impact on each customer’s background and needs. Interface with car dealers, guests, and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair attempts. Conducting research by reviewing vehicle product guides, and interfacing with technical teams and product specialists.
Essential Functions:
- Handle cases involving complex and escalated guest issues
- Resolve escalated/complex cases where expectations are clearly expressed to guests, guest follow-up times/dates are agreed upon in advance, and compensation for poor guest experiences are relative to the impact on each guest’s background and needs
- Interface with car dealers, guests and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair attempts
- Conducting research by reviewing vehicle product guides, and interfacing with technical teams and product specialists
- Resolve sales experience complaints such as poor showroom or F/I interactions, lease-end issues, delivery condition of sold vehicles, providing education and guidance to guests on sales/finance inquiries
- Resolve service experience complaints such as warranty eligibility disputes, issues involving normal vehicle operation, cost of repairs, product liability claims, back-ordered parts, loaner cars, and appointment reservations
Other Functions:
- Analyze the merits of lemon law claims, support business partners arbitrating such claims, and negotiate settlement terms
- Provide expedited handling of guest inquiries received by executives/VIP
- Handle communications with executive contacts
Work Environment/Physical Demands:
- Discussing trouble-ticket activity and incidents in face-to-face meetings with team management
- Prolonged sitting at a desk in a supportive office chair.
- Typing incident notes, compiling reports and troubleshooting Help Desk incidents to resolution
- Work in a call center environment and maintain required business hours.
- Handle a high call volume and managing the customer expectations
Required Education/Experience:
- High School or GED required
- Minimum 1-2 years of demonstrated case management experience
- High level Integrity, understand & abide by our business practices
- Willingness to learn (LOB specific product/service, policies & processes), execute and improve
- Ability to effectively navigate through desktop tools, applications, and websites
- Basic Knowledge on MS Office
Competencies:
- Knowledge on Product/Service lie cycle in Automobile or Luxury Brand industry (Highly Preferred)
- Ability to express empathy and exhibit a desire to help others
- Excellent Problem-solving skills with proficiency in identifying issues by performing Root cause analysis
- Ability to de-escalate difficult guest issues to full resolution
- Strong time management and organizational skills to ensure smooth and seamless operations.
- Proficiency in keyboarding (35+wpm), Windows-based applications, internet and web browsing
- Ability to craft professional, business-appropriate emails to guests, dealerships, and internal business units
- Display critical thinking skills and resourcefulness to create unique action plans that are based on each guest’s specific request and pre-existing case history
- Ability to document a case’s file properly, provide succinct memos to the case that clearly detail the case manager’s interactions, and attaching properly described files to the case
- Ability to work with a high sense of urgency
- Ability to spot and report areas for continuous process improvement
- Must possess excellent oral and written communication skills in English
- Ability to express precisely and with clarity
- Excellent listening & Probing Skills
- Provide case handling that is unique and based on each individual guest’s specific needs and schedule
- Focus on creating a satisfying experience for the guest by using professional customer service techniques, personalizing and focusing on adding value
- Ability to cope with stress and to remain calm in all guest service situations - remain patient, polite and provide excellent customer service
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice.
Hours of Operation:
- Monday to Fridays: 6AM to 5AM PST. CSS_SPON
Job Type: Full-time
Pay: $17.00 per hour
Expected hours: 8 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
- Work from home
Shift:
Work Location: Remote
