Responsibilities

• Manage new and existing workload within the standard timeframe, as applicable to program standards.
• Research and resolve complex customer inquiries and concerns, which may require escalated handling in requesting assistance from various business partners and/or client.
• Responsible for handling inbound customer concerns and inquiries in a timely manner.
• Maintain knowledge of functional areas and company policies and procedures through desk drops and reoccurring training.
• Educate the customer on client products and services.
• Multi – Channel communication with current or potential Customers by phone (inbound/outbound), email and/or chat in assisting customers with inquiries about client products and/or services.
• Explain services and special promotions to customers, while adhering to all guidelines and regulations.
• Assist customers experiencing technical issues, which may require use of escalation resources/processes in order to resolve issues and concerns.
• Provide customer support with various online tools.
• Utilize various resources to obtain relevant information for customer’s inquiry/concern in effort to provide clear and concise information along with educating customers on self-service options for future reference.

Requirements

• High School Diploma or GED, required
• 1-year previous experience in sales, marketing, customer service, or any combination thereof – required
• 1-year previous experience in contact center environment – required

Preferred

• Knowledge and passion of the Automotive Industry and cutting-edge technology - preferred

Benefits

• $16.50 per hour with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)