Customer Service Specialist

Job Description Summary

The position of Client Service Representative (Call Center Rep) entails being the primary customer support for our contact-center. Success in this position requires that the CSR is able to work independently with little to no supervision to provide immediate availability, be professional, provide documentation within our systems and be knowledgeable of Manheim’s products and services. The CSR is empowered to make decisions that will eliminate impedance for our customers to buy cars. This empowerment requires the CSR to be confident in both the knowledge of the business as well as company's product offerings.

General Responsibilities

The CSR will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices. 

• Maintaining relationships with existing customers includes problem solving by the CSR, by consulting with dealers and educating them about Manheim and ancillary partners.
• Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.
• May work across other departments to train on resolving different client issues.
• The CSR will provide responsive, timely telephone, chat and email support. The CSR shall personally act as the single point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts). 
• The CSR will also oversee/monitor the resolution to all problems, regardless of delegation to other department

Qualifications

 Minimum:

• Ability to handle a high volume of inbound and outbound calls.
• Tremendous Customer Service skills.
• Detail oriented, great at problem solving. Accurate and thorough in your work and can maintain high quality work independently.
• Speaks clearly and persuasively in both positive and negative situations; listens and gets clarification; responds well to questions. Ability to write clearly and effectively and document activities.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives.

   Preferred:

• 2+ years of DMV, lender or dealership state title experience. 
• 2+ years Customer Service experience.