An employer is seeking a Customer Care Specialist to join a large automotive company sitting fully remote. Responsibilities include:
* Being the voice of the customer to the company and the voice of the company to the customer
* Open, maintain and solve Customer Care tickets by recording issues and account information in our ticketing system, Zendesk
* Using computer technology. manage large amounts of incoming emails, chats and calls in a timely manner
* Resolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
* Maintain financial accounts by processing customer adjustments in appropriate POS (Point of Sale) system
* Help cut down on Monthly Membership churn by offering alternative options to maintain the monthly membership or at the very least an ongoing relationship through a pay as you go account
* Recommend potential new products or services to Customer Care Department Manager by collecting customer information and analyzing customer needs
* Identify and assess customers' needs to achieve satisfaction
* Build sustainable relationships of trust through open and interactive communication
* Provide accurate, valid and complete information by using the right methods/tools
* Handle complaints, provide appropriate solutions and alternatives in a timely manner and follow up to ensure resolution
* Follow communication procedures, guidelines, and policies
* Leverage scripts for email and phone conversations to properly represent the company voice and tone
* Cancel, upgrade, and manage Monthly accounts
* Assist with placement of orders, refunds, or level changes in accounts
* Advise on company information where appropriate
* Take payment information and other pertinent information such as addresses and phone numbers
* Answer questions about damage claims and escalate to the proper manager to bring to closure
* Inform customer of deals and promotions where appropriate
* Work with Customer Care department manager to ensure proper Customer Care is being delivered
* Compile reports on overall customer satisfaction as requested by Customer Care Department manager
* Flexibly handle changes in policies or renewals
* Prioritize tickets effectively
* Multi-Lingual (English/Spanish) skills
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.