Customer Service Representative (Seasonal)

Our Customer Support Representative is Customer Obsessed and strives to provide a world class service experience with each and every customer interaction. We interact with our customers through many channels, including email, telephone, chat and more and we are looking for team members who understand how to make personal connections with our customers and help ensure their inquiries are processed promptly, properly, and professionally.

Responsibilities and Duties:

· Support inbound inquiries from internal and external customers as they interact with our online tools, products, and services

· Follow up or initiate outbound calls related to titles, vehicles, etc. to ensure our customers are provided information when time is of the essence

· Be tenacious in resolving product or service problems by identifying issues quickly, clarifying the customer’s request, determining the cause of the problem, and selecting / explaining the best solution to solve the problem with the goal of attaining First Contact Resolution

· Know when to escalate / advance customer issues which require next level review / decisions including those that require advanced product knowledge or technical expertise

· Partner across various departments to quickly and seamlessly meet customer service levels

· Proactively provide ongoing and specific feedback to Supervisors and other business leaders regarding customer issues encountered or when system functionality is impacting ability to transact

· Understand your role, impact of the work you do, and contribute to the team effort by exceeding customer expectations, and have a positive and contagious attitude with your co-workers and customers

· Collect and provide accurate, valid, and complete information by using the right methods/tools and following procedures for creating cases in Salesforce CRM including entering accurate / concise case notes

· Know and follow company policies, standard operating procedures, and applicable state and federal laws at all times

· Maintain a high-level understanding of evolving technology platforms and tools

· Support other projects and tasks as assigned

Education and Qualification Requirements:

· High school diploma or equivalent; Associates degree preferred

· 2 years customer service / contact center experience

· Proficient computer skills and knowledge of Microsoft applications such as Word, Excel, Outlook

· Excellent written and verbal communication skills

· Excellent interpersonal skills with proven ability to influence, defuse, reconcile, and remedy customer issues to achieve First Contact Resolution

· Demonstrated aptitude for active listening, critical thinking, and problem-solving skills

· Ability to work independently, efficiently and meet all internal and external time commitments

· Experience and a high level of comfort using web and mobile technology

· Demonstrated ability to quickly learn new technology and a desire to solve problems efficiently