Omnichannel Inbound Outbound Customer Service Phone and Chat
Omnichannel Inbound Outbound Customer Service Phone and Chat
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Salary Not Disclosed
1 Vacancy
Job Description
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
- Capabilities of Top Performing Service Partners for this Program - Respond to incoming contacts from customers in a professional and efficient manner. - Maintain knowledge and ability to effectively articulate the brand, products, policies, and procedures. - Drive sales by offering to place orders and suggest complementary items based on customer needs and preferences. - Mitigate customer escalations through effective decision making and problem-solving skills. - Leverage multiple systems and tools to effectively handle customer contacts. - Simultaneously handle multiple tasks including contact handling and data processing. - Passion for working within a group environment that delivers exceptional customer experiences. - Demonstrated customer service skills, preferably in a retail and/or contact center environment. - Effective decision-making, problem-solving and follow-up skills. - Excellent verbal and written business communication skills. - Ability to multi-task in a fast-paced environment and handle shifting priorities. - Strong attention to detail. - Intermediate computer skills, including proficiency in Windows navigation and MS Office. - Luxury retail experience
Employment Type
Full Time
