DescriptionSummaryThe Tier 1/IVT/OTA Customer Care Representative (CCR) 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 including Over the Air customers and concerns by using available resources to our US retail customers and dealers. The Tier 1/IVT/OTA CCR 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 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
Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology
Ability to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customers
Ability to learn quickly and eagerness to learn new techniques and skills
Highly organized, detail oriented, and able to thrive in a fast paced, changing environment
Strong team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision
Primary Location: US-MI-DearbornReq ID: 03TGZ