Responsibilities

• Manage new and existing workloads within established standard timeframes and applicable program guidelines.
• Research and resolve complex customer inquiries and concerns, including escalated issues that require assistance from business partners and/or clients.
• Handle inbound customer inquiries and concerns in a timely, professional, and efficient manner.
• Maintain current knowledge of functional areas, company policies, procedures, products, and services through desk drops, recurring training, and other learning resources.
• Educate customers on client products, services, features, and available resources.
• Provide multi-channel customer support through inbound and outbound phone calls, email, and chat to assist current and potential customers with product and service inquiries.
• Explain available services, offers, and special promotions while adhering to established guidelines, policies, and applicable regulations.
• Assist customers experiencing technical issues by utilizing appropriate resources and escalation processes to identify and resolve concerns.
• Provide customer support using various online tools, systems, and resources.
• Utilize available resources to research customer inquiries and concerns, providing clear and accurate information while educating customers on self-service options for future reference.

Requirements

• High School Diploma or equivalent required
• Minimum 1 year experience in sales, marketing, customer service, or any combination thereof - required
• Minimum 1 years’ experience in contact center environment - required
• Knowledge and passion of the Automotive Industry and cutting-edge technology – preferred
• Problem-solving abilities for resolving basic to complex matters
• Genuine desire for interacting and building relationships.
• Exhibit excellent interpersonal, written, and oral communication skills.
• Present a professional and polished demeanor escorting the customer through their inquiries.
• Ability to work in a team fostered environment.
• Self-sufficient, resourceful and works well with minimal supervision

Preferred

• Knowledge and passion of the Automotive Industry and cutting-edge technology – preferred
• Technical Aptitude, Mobile Applications, Electric Vehicle Technology
• Web-Navigation Skills in supporting and guiding customers
• Adaptable to a flexible schedule
• Strong Active Listening skills, accompanied by delivering effective probing questions
• Web Navigation Skills in supporting and guiding customers

Benefits

• 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)