What are the responsibilities and job description for the Customer Support Representative position at DOWC?
About Us
Dealer Owned Warranty Company LLC is a leading provider of F&I (Finance and Insurance) partnership services in the automotive industry, offering a full suite of obligor and administrator services, top-of-the-line products, technology, and training. We understand the importance of leveraging process and technology in the F&I industry to drive revenue and ensure success. Our goal is to provide visibility, transparency, and the tools needed for our partners to build their wealth and achieve their goals. DOWC prides itself on taking care of its employees (We were voted one of the “Best Places to Work” two years in a row!), and we also offer award-winning products. All of our positions are fully on-site in Parsippany, NJ.
Overview
We are seeking a dedicated and motivated Customer Support Representative to join our dynamic team. This role is essential in providing exceptional support and service to our clients and partners. The ideal candidate will possess strong communication skills, a keen attention to detail, and the ability to work effectively in a fast-paced environment. This person will be solution-oriented and eager to learn a complex business.
Job Duties:
- Provide outstanding customer support via phone, email, and chat.
- Assist clients with inquiries regarding products and services, ensuring a high level of satisfaction.
- Maintain accurate records through data entry and computerized systems.
- Communicate effectively with team members and clients to resolve issues promptly.
- Demonstrate excellent phone etiquette while handling client interactions.
- Collaborate with sales and other departments to streamline client services and improve overall efficiency.
- Resolve support tickets and assign them to the corresponding departments
- Maintain a queue of ongoing support tasks and resolve all customer issues in a high-priority manner
- Proactively communicate with leadership to escalate any issues for immediate resolution
- Participate in training sessions to enhance product knowledge and service skills.
Qualifications
- Minimum of 2 years in a customer service call center environment
- Proven experience handling a high volume of inbound customer calls
- Insurance or automotive industry highly preferred
- Ability to handle high volumes of tickets and resolve escalated issues with a sense of urgency
- Strong business acumen with the ability to identify client needs and recommend appropriate solutions.
- Excellent communication skills, both verbal and written.
- Proficiency in data entry and familiarity with MS office software applications.
- Ability to work independently as well as part of a team in a collaborative environment.
- Strong organizational skills with an emphasis on attention to detail.
- Superior sense of urgency and ability to complete tasks in a timely manner
- Strong customer-first attitude and relationship building skills
Come join our growing team here in Parsippany! As NJ's Best Places to Work Honoree for two years in a row, we offer:
- Competitive compensation
- Medical, Dental, Vision, 401k matching, Life Insurance, medical expense card
- PTO and Sick Time
- Corporate events, team and culture building activities, employee awards and recognition, company trips and more!
DOWC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact us for assistance.
