MUST BE LOCATED IN METRO DETROIT. NO OUT OF STATE APPLICANTS PLEASE. TRAINING IS DONE IN THE OFFICE AND ONE DAY IN OFFICE REQUIREMENT.
Must be available to work 8 am - 8 pm after training. Will work one Saturday a quarter. Serious and qualified candidates only.
RENKIM IS A 100% EMPLOYEE-OWNED COMPANY IN SOUTHGATE, MI. AFTER 1 YEAR OF EMPLOYMENT YOU BECOME AN OWNER AND ARE ELIGIBLE FOR COMPANY STOCK! COME JOIN OUR GREAT TEAM! We provide 15 PTO days in your first year (after 3 months of employment), 7 paid holidays and employer provided life insurance, short & long term disability insurance.
Job Summary:
Plans, directs, communicates and coordinates Contact Center activities in support of Field Service Actions as determined by client/project to ensure that goals or objectives are accomplished within SLA parameters. Provide U. S. and Canadian dealers and customers with prompt and efficient administrative and technical customer support in a professional manner, including processing requests via various contact channels, meeting defined metrics, and documenting incoming calls and web contacts concerning technical and/or administrative requests/issues.
Essential Duties:
· Provides direct specialized support for high profile programs.
· Assists in developing processes unique to Field Service Actions.
· Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for complex to high level issues; consult with Recall Analyst team members as necessary.
· Recommend changes to departmental policies and procedures to improve support services provided to the customer.
· Provide recommendations regarding the resolution of recurring problems. Assist in the formulation of problem-solving techniques for newly discovered issues.
· Using Ford RS&P guidelines aid in developing guidelines for financial and non-financial related damage approval based on specific Field Service Actions.
· Field, manage and provide dealer direction on escalated claiming concern inquiries, such as reopen/close requests or I002 rejections.
· Expert in using various Ford applications, for example FMCdealer, COPS, MMP, GCAMP, OWS and PTS.
· Handles escalated contacts from Agents, Contact Center Manager or client-related requests either written or verbal requests.
· Ensures SLA requirements are met by monitoring real time inbound calls and web contacts.
· Maintains ongoing expert knowledge of all active Ford Contact Center projects. Shared responsibility with Contact Center supervisory personnel to provide coverage of other Contact Center Team Leader’s during period of absences.
· Responsible for enforcing policies and procedures in absence of management personnel.
· Provides new and ongoing Contact Agent training and facilitates in huddles.
· Completes scheduled staff monitoring activities for evaluative and diagnostic purposes using side-by-side review; silent monitoring or inspecting closed web contacts.
· Must be punctual, have acceptable attendance record, and work overtime, when necessary. Must be able to work a flexible schedule which includes all hours of Contact Center operation.
· Responsible for the direction and coordination of assigned Contact Center Agents and Senior Contact Center Agents.
· Responsibilities include developing other Contact Center Agents or Senior Contact Center Agents, planning, assigning, and directing work.
· Must be punctual, have acceptable attendance record, and work overtime, when necessary. Must be able to work a flexible schedule which includes all hours of Contact Center operation.
· Hybrid remote work allowed as determined by Supervisor.
· Professional and respectful conduct and communication at all times in the workplace; and at work-related events.
· Sitting for long periods of time.
· Operate standard office equipment
· Able to see monitor and use keyboard/mouse.
· All other duties as assigned by Renkim Management.
Qualifications/Experience:
· Minimum high school diploma required.
· Associated degree desired or 4-6 years call center experience.
· Previous experience supporting customers through phone and email preferred.
· Strong problem solving, troubleshooting experience.
Required Skills/Abilities:
· Capability to read, write and comprehend instructions, short correspondence and memos.
· Ability to read, analyze and interpret general business procedures.
· Experience working in the automotive industry an asset.
· Highly organized, detail oriented and able to thrive in constant-changing environment.
· Ability to understand and communicate technical procedures as related to specific Field Service Actions.
· Exceptional verbal and written communication skills and ability to document troubleshooting reference materials.
· Manage and diffuse internal and external difficult situations.
· Work well with others in a constantly changing team environment.
· Fluent in English required.
· Strong computer and Internet skills.
· Strong Customer Service skills.
· Willingness and ability to quickly learn new processes.
· Ability to troubleshoot.
· Ability to advise and educate agents and customers in a way they can understand. Possess patience to work through technical issues.
· Ability to work with minimum supervision, to multi-task, problem-solve and to prioritize.
· Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve goals.
Job Type: Full-time
Pay: From $21.00 per hour
Expected hours: 40.0 – 50.0 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Shift:
Education:
- High school or equivalent (Preferred)
Experience:
- Call Center: 2 years (Required)
Location:
Work Location: Remote
