What are the responsibilities and job description for the Customer Relations Representative position at Star Shield Solutions?
Overview
The Customer Relations Representative ensures that all customer issues and concerns are resolved promptly. He or she greets and engages with customers and fellow team members to ensure customers are treated in a professional and courteous manner which will ensure a 100% customer satisfaction.
The ideal candidate has some post-secondary education or training, previous experience in a similar position (administrative, clerical, call center, customer service, etc.), and a working knowledge of automotive sales/service. He or she must have a pleasant and courteous personality, strong administrative and organizational skills, strong phone and computer skills, and excellent communication and interpersonal skills.
In addition to competitive pay, we offer our employees: Health, Dental, Vision, Life, 401K, Health & Wellness Program, community involvement and company paid vacation and holidays.
Responsibilities
Ensure all customer issues and concerns are resolved promptly.
Deal with customers either by telephone, electrically or face to face.
Anticipate customer needs, following up with previous customers to offer reorders or additional services
Make daily follow up calls to customers who have serviced their vehicles and attempt to resolve any concerns.
Work closely with team members to ensure things run efficiently.
Refer advanced cases to management for resolution, providing background information as necessary
Make daily observations of concerns and report to Manager daily/weekly.
Maintain databases, equipment /supply and inventory reports.
Provide pricing and delivery information.
Establish new customer accounts, recording account information digitally
Perform verifications and set up new accounts.
Process orders, forms, applications and requests.
Organize workflow to meet contracted timeframes.
Coordinate & Schedule appointments throughout the US, Canada & Puerto Rico.
Manage customers' accounts and keep record of interactions and transactions.
Record details of inquiries, comments and complaints and record details of action taken.
Prepare and distribute activity report.
Communicate and coordinate with internal departments and follow up with interactions.
Provide feedback on the efficiency of the customer service.
Maintain and submit sales / warranty / inventory reports.
Manage and maintain inputs into a provided CRM management tool
Performs other duties as assigned
Qualifications
- 1 years previous experience as a customer relations representative.
- Social Media experience a PLUS!
- Must have problem analysis & problem solving skills.
- Ability to handle complex multi-tasking, data entry (accuracy a must).
- Proficient in Microsoft software (s) including; Excel, Word Outlook.
- Working knowledge of Microsoft software (s) Streets & Trips and Dynamics CRM (willing to train if needed) a plus.
- Outstanding communication skills in both verbal and written.
- Great attitude with high-energy personality.
- Ability to work will in a process driven environment.
- Bilingual a PLUS!