Job Summary

Customer Service/ Web/ Chat

  • Location:
    Southfield , Michigan
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temporary
  • Job reference:
    US_EN_6_20819_59360397

Do you love being the "voice" of your company verbally or written?  This could be the career for you.  These roles offer that career path you have been looking for as well.
 
The Inbound Advocate the brand owners with an elite service experience to drive customer Loyalty. In this role, you will work as “concierge” to develop a relationship and assist customer with every need throughout the customer contact/case. You will work as part of a high energy, innovative team that offers unprecedented service to all brand  owners by providing personalized service via telephone, chat, social media, email and written correspondence. You will work closely with the brand’s Dealer network to build relationships which foster partnership and communication. The Inbound Advocate will focus on creating lifetime owners, while working to resolve customer concerns and anticipate/facilitate their needs.
 
Shift Requirement: 1:30pm - 10:00pm, Monday - Friday with rotating Saturdays; Sundays Off
 
Functions Performed:
 
• Provide courteous, professional and timely responses to a continuous volume of customer concerns, as well as written customer inquiries
• Respond directly to customer concerns using either telephone, social media, web chat, letter, or e-mail
• Identify and address all customer questions and concerns
• Thoroughly research and understand all facets of customers’ requests
• Ensure content of oral and written communication meets the needs of the target audience
• Assist customers by identifying and analyzing their needs to ensure a high level of customer satisfaction, growth and retention of business
• Build and foster partnerships with dealerships
• Engage leaders and dealer partners to present solutions based business case to drive customer resolution
• Develop a consistent writing style that demonstrates the brand’s corporate image and delivers the brand experience
• Work independently and as a team to manage workload
• Make sound business decisions with little guidance
• Demonstrates empowerment
• Must demonstrate out of the box thinking in order to resolve customer concerns
• Maintain a clear understanding of policy and procedures, warranty coverage and the CAP program
• Make financial decisions to assist customers
• Engage in various forms of customer contacts- inbound and outbound phone calls, web chat, social media, letters, and e-mail
• Maintain case history and scheduling within CRM
• Meet or exceed defined KPIs and objectives
 
Skills Required:
 
• 2 years experience in a Customer Service environment
• Receives great personal satisfaction from being able to exceed our customers’ expectations
• Exhibits bravery to go above and beyond a customer
• Exudes warmth, energy and passion
• Strives every day to provide an exceptional customer experience
• Exceptional written communication skills- must be able to articulate the voice of the brand in various written forms. (Formal Letters, e-mail, Web Chat, Social Media)
• Demonstrate strong conversational skills; must be able to communicate with affluent customer base, corporate business employees and dealer partners
• Must be self-motivated
• Must be able to multi task and meet deadlines
• Strong attention to details
• Ability to work independently, yet be a team player
• Ability to work successfully in a call center environment (sitting, talking with customers in a repetitive, regimented environment for an 8 hour shift)
• Proficient documentation and note taking – must be able to clearly document information from customers and business partners
 
Computer/Technical
 
• Strong Windows/PC – must be able to toggle between various applications and websites
• Experience with windows based applications
• Experience with internet search tools- must be able to utilize online resources to locate key information
• Proven typing skills with emphasis on accuracy
• Familiar with infotainment and devices, must be able to provide customer support for Bluetooth, iPods, iPads, Streaming, Jukeboxes, cellular devices including data coverage and Apps
• Familiar with social media/online environments
 
Desired Skills:
 
Previous experience with the following is desired but not required:
 
• Experience with a Luxury Brand
• Customer Relationship Management (CRM)
• Web Chat experience
• Automotive experience (call center, dealership)
• Hospitality experience
 
 


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
EEO is the Law (poster) | EEO is the Law (poster supplement) | Reaffirmation of Affirmative Action Policy Statement