Customer Care Representative

Who We Are

With a comprehensive lineup of Vehicle Protection plans, Sonsio offers industry-leading programs that cover Tire Road Hazard Protection, Appearance, Parts & Labor Warranties, Mechanical Advisory, and other critical consumer services. These benefits provide vehicle owners with affordable and valuable coverages to keep their vehicles on the road safely, and also maximize the resale value by keeping the appearance of their vehicles like-new.

Sonsio Vehicle Protection is committed to innovation and excellent customer service. Since our inception in 1984, Sonsio has been a leader in the automotive industry—serving more than 74,000 dealerships, F&I service providers, manufacturers, insurance companies, parts suppliers, retail chains, and many independent retailers across all 50 states, Canada, and Puerto Rico.

We understand the challenges and complexities that our partners face when it comes to offering vehicle protection plans. There is no one-size-fits-all. Every business we help is different and has their own set of challenges. That’s why, when you partner with Sonsio, we work with you to provide a custom solution designed to improve customer acquisition and retention and increase profitability.

And when it comes to managing claims, you don’t have the time or resources to worry about the headaches. Sonsio provides end-to-end support and decades of expertise to give customers the highest quality services with a world-class customer experience.

Base Pay Range:

As a Customer Care Representative, Service Operations, your essential job functions will include the following:

Customer Support

• Answer and respond to incoming customer inquiries, resolving issues, and providing accurate information across all lines of service.
• Achieve and maintain a target of answering 80% of incoming calls within specified service level agreements.
• Answer a minimum of 8% of the team's incoming calls.
• Provide exceptional customer service and friendly, knowledgeable, and prompt support for internal and external customers by addressing and resolving customer inquiries, issues, and complaints via phone, email, chat, or other communication channels.
• Proactively engage with customers to assist them, address concerns, and enhance the overall customer experience.
• Handle and resolve customer complaints in a professional and timely manner.

Data Entry and Management

• Accurately enter and update customer information, interactions, and case details in Salesforce
• Maintain comprehensive and organized notes of customer interactions, inquiries, and resolutions.

Product and service knowledge

• Develop and maintain a thorough understanding of the company's products, services, policies, and procedures.
• Provide accurate and up-to-date information to customers.

Team Collaboration and Communication

• Collaborate effectively with other teams’ members, other departments as well to coordinate customer support efforts and resolve issues.
• Communicate professionally, and empathetically with team members and customers to ensure a positive and cohesive work environment.

Process Adherence and Compliance

• Adhere to company policies, procedures, and service standards to ensure consistency, quality, and compliance in customer care operations.
• Stay informed and updated on regulations, guidelines, and best practices related to service operation.
• Process and complete claims within 7-14 days, ensuring accuracy, efficiency, and compliance with company policies and regulatory requirements.
• Achieve or exceed an average of 85% on the quarterly Quality Assurance scorecard.

Continuous Improvement and Learning

• Identify opportunities for process improvement, efficiency enhancement, and service optimization.
• Participate in training, workshops, and development programs to enhance skills, knowledge, and performance in customer care operations.

Multitasking and Time Management:

• Manage multiple tasks, inquiries, and responsibilities simultaneously while maintaining attention to detail and scheduling repair appointments timely.
• Prioritize workload effectively and adapt to changing priorities, customer needs, and business demands in a fast-paced and dynamic environment.

Problem-Solving and Critical Thinking

• Utilize analytical and problem-solving skills to identify, analyze, and resolve customer issues, challenges, and concerns effectively.

Position Requirements

• Minimum 1-2 years of experience in customer service, preferably in a call center environment. High School Diploma. Associate or bachelor’s degree preferred.
• Prior experience in claims processing or insurance industry is a plus.
• Proficiency in using Salesforce and Microsoft Office tools; Outlook, Word, Excel.
• Ability to navigate multiple computer systems while interacting with customers.
• Excellent verbal and written communication skills.
• Ability to effectively communicate complex information clearly and concisely.
• Strong customer service orientation with a focus on providing exceptional customer experiences.
• Ability to handle difficult or sensitive situations with empathy and professionalism.
• Strong organizational and time management skills with the ability to multitask and prioritize workload effectively.
• Strong analytical and problem-solving skills.
• High level of accuracy and attention to detail in processing claims and customer information.
• Ability to follow procedures and guidelines to ensure compliance and accuracy.
• Ability to work effectively as part of a team and collaborate with colleagues and other departments.
• Ability to adapt to changes, learn quickly, and work effectively in a dynamic and evolving environment.
• Ability to attain or exceed performance metrics, such as call answer rate, average handling time, and Quality Assurance scores.

Competencies Required

• Agility
• Attention to Detail
• Communication
• Collaboration
• Customer Focus
• Critical Thinking
• Decision Quality
• Empathy
• Learning Agility
• Persistence
• Priority Setting
• Results Orientation
• Influence
• Conflict Management

Physical Job Requirements

• Sit for long periods of time.
• Continuous viewing from and inputting data to a computer screen.

Drug Policy

• Sonsio LLC is a drug-free environment. All applicants being considered for employment must pass a pre-employment drug screening before beginning work.

This position is targeted to be closed on:

Why Sonsio: An amazing opportunity to join a growing organization, built on the efforts of hard working, innovative, and team-oriented people. The compensation offered for this position will depend on qualifications, experience, and geographic location. The total compensation package may also include commission, bonus or profit sharing. We offer a competitive & comprehensive benefit package including: paid time off, medical, dental, vision, and 401k match (50% on the dollar up to 7% of employee contribution). For more information on our benefit offerings, please visit our Dealer Tire Family of Companies Benefits Highlights Booklet.

EOE Statement: Sonsio is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

• ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Sonsio’s Human Resources Department to discuss your specific needs. Please feel free to contact us at 1-800-933-2537 x6550.