Luxury Automotive Customer Service Representative

LOCATION

Tampa, Florida, United States of America
Job Title:
Luxury Automotive Customer Service Representative (On-Site)
Job Description
The Advisor II, Blended Support position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through the Internet depending upon client requirements. This position provides Customer Service support and resolution of non-routine problems regarding client’s product or services.

ESSENTIAL FUNCTIONS/CORE RESPONSIBILITIES

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain broad knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database

CAREER FRAMEWORK ROLE

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.