Inbound Outbound Customer Service Phone and Chat

This is a remote position.

Over 200000 drivers across America have found better roadside assistance service through this platform. In addition millions of drivers have direct access to it through integration in a broad range of mapping and connected car platforms. The core of the service network has been providing roadside assistance services to customers for more than 15 years.

• Providing Inbound and Outbound phone support to customers Service Providers and Cadillac partners using workflows and policies for each step taken with a strong adherence to following the workflow steps in order.
  


• Handling multiple firing alerts/cases in multiclient tools with speed and accuracy to the steps required to clear alerts and put the service back onto a happy path.
  


• Providing double white glove customer service with empathetic handling of each Cadillac customer while supporting both calls and cases in support of RSA services.
  


• Navigating client tools Google and other platforms to locate providers for customers in rural or remote areas to provide RSA services.
  


• Locate providers and negotiate agreeable service rates for services and special equipment and manage financial loss for the clients through strict adherence to financial policies.
  


• Utilizing proper escalation policies and channels to leave NO CUSTOMER STRANDED and take appropriate action to ensure customers receive the help needed in a timely fashion.
  


• Proactively reviewing cases for changes or updates to quickly address any obstacles that would prevent RSA from completion or cause financial loss to the Urgently client.
  


• Clear and proper documentation of all steps taken for every case as it happens and throughout the case s life to ensure a smooth transition on handoffs.
  


• Proactively communicating with Chat Support Resources to request rate approvals communicate challenges or escalate cases for immediate intervention when criteria are met.
  


• Following the customer experience and case ownership through to completion utilizing proper handoff procedures to ensure no customer is left unsupported at the end of selected intervals
  

Requirements

• Strong analytical skills with a desire to "find solutions" to problems with urgency and expertise.
  
• Selfproclaimed perfectionists!
  
• Customer obsessed you love being the empathetic hero to customers in intense and stressful situations!
  
• Process Compliance adhering strictly to process and policy and following stepbystep processes without deviation. Someone who likes to check the boxes and understands why they are necessary for customer safety!
  
• Strong chat presence with professionalism proper grammar spelling and punctuation.
  
• Capable of deescalating situations and customers with ease and sincerity.
  
• Is naturally curious and looks for answers to complex problems with little direction/oversight.
  

Benefits