Audi Advocate

The Inbound Advocate provides Audi 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 Audi owners by providing personalized service via telephone, chat, social media, email and written correspondence. You will work closely with Audi 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.

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 Audi s corporate image and delivers the Audi 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 Audi 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

Educational Requirements :

Degree preferred, but not required