Experience

• Minimum 1 Year of demonstrated customer service, case management or Automotive experience

Functional Skills

• High-level Integrity, understanding & abiding by our business practices
• Willingness to learn (LOB specific product/service, policies & processes), execute and improve
• Ability to effectively navigate through desktop tools, applications, and websites
• Basic Knowledge on MS Office
• Knowledge on Product/Service life cycle in Automobile industry (Preferred)
• Excellent knowledge of warranty life cycle management (Preferred)
• Have a complete understanding with and follow up all manufacturer and after-market warranty company policies and procedures (Preferred)
• Ability to utilize various documentary and personnel resources to craft case-specific action plans
• Respond to inquiries and research and resolve problems related to transactions handled by the department
• Ability to craft professional, business-appropriate emails to customers, dealerships, and internal business units
• Critical thought and resourcefulness to create unique action plans that are based on each customer’s specific request and pre-existing case history
• Ability to document a case’s file properly, provide succinct memos to the case that clearly detail the case manager’s interactions, and attaching properly described files to the case
• Excellent Problem-solving skills with proficiency in identifying issues by performing Root Cause Analysis
• Strong time management and organizational skills to ensure smooth and seamless operations
• Ability to spot and report areas for continuous process improvement
• Proficiency in keyboarding (35 wpm), Windows-based applications, internet, and web browsing
• You must be able to work assigned shifts during the center’s hours of operation: Monday-Friday, 6 a.m. to 5 p.m. Pacific

Soft Skills:

• Must possess excellent oral and written communication skills in English
• Ability to express precisely and with clarity
• Excellent listening & Probing Skills
• Exhibit strong interpersonal techniques - is positive, pleasant, respectful and customer-focused
• Ability to express empathy and exhibit a desire to help others
• Provide case handling that is unique and based on each individual customer’s specific needs and schedule
• Ability to de-escalate difficult customer issues to full resolution
• Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
• Ability to cope with stress and to remain calm in all customer service situations - remain patient, polite and provide excellent customer service
• Exhibit strong critical thinking skills

What you'll do:

• Provide a superior experience on escalated/complex cases where expectations are clearly expressed to customers, customer follow-up times/dates are agreed upon in advance, and compensation for poor customer experiences is relative to the impact on each customer’s background and needs
• Interface with car dealers, customers and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair attempts
• Conducting research by reviewing vehicle service history
• Resolve sales experience complaints such as poor showroom or F/I interactions, lease-end issues, delivery condition of sold vehicles, providing education and guidance to customers on sales/finance inquiries
• Resolve service experience complaints such as warranty eligibility disputes, issues involving normal vehicle operation, cost of repairs, product liability claims, back-ordered parts, loaner cars, and appointment reservations
• Analyze the merits of lemon law claims and escalate to business partners arbitrating such claims
• Provide expedited handling of customer inquiries received by executives
• Show proper documentation of every interaction for each case appropriately css_spon

Job Type: Full-time

Pay: $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Location: In person