The Customer Service Representative is customer obsessed and strives to provide a world-class service experience with each and every customer interaction. We are not just a call center - we interact with our customers through many channels, including email, calls, chat, text, video, social media, slack, etc. We are looking for team members who are natural communicators and who understand how to make personal connections with our customers and help ensure their inquiries are addressed in a prompt, efficient manner.

Responsibilities

• You will support inbound inquiries from internal and external customers as they interact with our online tools, products, and services
• You will follow up or initiate outbound calls related to titles, vehicles, etc. to ensure our customers are provided information when time is of the essence
• You are tenacious in resolving product or service problems by identifying issues quickly, clarifying the customer’s request, determining the cause of the problem, and selecting and explaining the best solution to solve the problem with the goal of attaining First Contact Resolution
• You know when to escalate customer issues that require next-level review or technical expertise
• you are a connection between the customer and various departments - connecting the dots to seamlessly meet customer support needs
• You proactively provide feedback to supervisors and other stakeholders regarding customer issues or when system functionality is impacting the ability to transact
• You bring a positive and contagious attitude to work each day, supporting both your coworkers and customers
• You collect and communicate accurate and complete information by using the right methods and following procedures for creating cases in our system
• You know and follow company policies, standard operating procedures, and applicable state and federal laws at all times
• You will support other ad hoc projects and tasks as assigned

Qualifications

• High school diploma or equivalent required; Associate degree preferred
• Minimum 1 year of customer support or call center experience
• Proficient computer skills and familiarity with Microsoft or Google Suite applications
• Excellent verbal and written communication skills
• Excellent interpersonal skills with proven ability to influence, defuse, reconcile, and remedy customer issues to achieve First Contact Resolution
• Demonstrated aptitude for active listening, critical thinking, and problem-solving skills
• Proven track record of superior customer service skills
• Demonstrated ability to quickly learn new technology and a desire to solve problems efficiently
• Confidentiality and integrity while handling sensitive information
• Proven ability to manage deliverables and metrics against aggressive targets and timelines
• Ability to commute 5 days per week to our beautiful Tempe HQ