Customer Care Representative 2 – Percepta

Summary

The Customer Support Representative works under the direct supervision of the Team Leader and is responsible for providing a timely and professional service in response to a wide variety of inquiries and concerns by using available resources to our US retail customers and dealers.  The Customer Support Representative will learn and execute the complete call handling process, meet expected customer service levels, support business performance goals of the program by providing a full range customer service experience, and answer regular customer inquiries and concerns via telephone.  

Responsibilities

• Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
• Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns; educate the customer on client products and services.
• Understand use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
• Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
• Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.
• Ensure that all customer contacts are properly logged into FMC360, the CRC’s contact system, to allow for an accurate historical view of customer’s contacts; manage follow-up log and audit documentation of customer files.
• Use additional resources and escalation points, including: diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues.
• Master desktop applications, such as FMC360, EyeQ, Intranet, AAF, Search engine, etc.
• Follow-up with the customer if required, to ensure the full resolution of the problem.
• Employs customer satisfaction (e.g. AWA) tools according to guidelines.
• Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Team Leader informed of any issues as they arise.
• Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
• Provides recommendations to Team Leader regarding the resolution of recurring problems. Assists in formulation of problem solving techniques for newly discovered issues.
• Maintain exceptional product knowledge as it relates to technical support.  Remains knowledgeable of product and service offerings, current industry products and technologies.
• Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Suggest marketing offers to customers during service calls.
• Handle additional projects and assignments as directed.

Education

• High school diploma required

Experience

• 6 months Customer Service experience required
• Previous experience supporting customers through phone and chat preferred
• Experience or interest in working with technology is preferred
• Experience with customer contact systems

Skills

• Adaptability  and flexibility to work within different channels within the program as needed
• Solid computer skills, internet-savvy, and experience using CRM software
• Ability to type and speak at the same time
• Strong problem solving, troubleshooting experience, resolving technical problems from start to finish
• Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization
• Experience working in the automotive or wireless telecommunications industry is an asset
• Strong customer service skills