Customer Service Rep Escalations

Job Description

The role of the Customer Service Representative Escalations, is to handle cases involving complex and escalated customer Resolve escalated/complex cases where expectations are clearly expressed to customers, customer follow-up times/dates are agreed upon in advance, and compensation for poor customer experiences are relative to the impact on each customer s background and Interface with car dealers, customers, and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair Conducting research by reviewing vehicle product guides, and interfacing with technical teams and product specialists

Requirements

Main Responsibilities

Main Skills

• Handle cases involving complex and escalated customer issues
  
• Resolve escalated/complex cases where expectations are clearly expressed to customers, customer follow-up times/dates are agreed upon in advance, and compensation for poor customer experiences are relative to the impact on each customer s background and
  

Interface with car dealers, customers, and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair

• Conducting research by reviewing vehicle product guides, and interfacing with technical teams and product
  
• 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 customers on sales/finance
  
• 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
  

• High School or GED required
  
• Minimum 6 months to 1 year of demonstrated customer service-oriented 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
  
• Knowledge on Product/Service lie cycle in Automobile industry (Preferred)
  
• Excellent Problem-solving skills with proficiency in identifying issues by performing Root cause analysis
  
• Strong time management and organizational skills to ensure smooth and seamless
  
• Proficiency in keyboarding (35+wpm), Windows-based applications, internet and web browsing
  
• Ability to utilize various documentary and personnel resources to craft case-specific action plans
  
• Ability to craft professional, business-appropriate emails to customers, dealerships, and internal business units
  
• Critical thought and resourcefulness to create unique action plans that are based on each customer 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 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
  
• Ability to express empathy and exhibit a desire to help others
  
• Provide case handling that is unique and based on each individual customer s specific needs and schedule
  
• Ability to de-escalate difficult customer issues to full resolution
  
• Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
  
• Ability to cope with stress and to remain calm in all customer service situations - remain patient, polite and provide excellent customer service
  

Benefits