Customer Care - Automotive Dealership

Job Description

Job Description

Activities to manage include, but are not limited to:

• Receive escalated cases received by top management
• Route cases received for other regions/brands to the appropriate Top Care team
• Investigate the customer's request for support and carry out research as required using company systems and processes
• Facilitate all necessary actions to bring the case to resolution
• Work with the organizations dealer network to find a solution
• Escalate to internal corporate organizations, as required, in order to provide the customer with the information or solution to resolve the request
• Agree on an action plan and then follow through to conclusion using closed-loop case management
• Provide updates if/as requested by the referring party

Onsite: 3 -5 days per week – Auburn Hills, MI

Requirements:

• Bachelor's Degree
• 5 + years professional working experience
• Positive attitude and a passion for customer care; personifies 'willingness to help', quick learner
• Ability to be patient and friendly with all types of customers
• Comfortable working with executive leadership
• Flexibility and adaptability to work in a fast-paced environment; prioritize and manage own workload
• Ability to prioritize conflicting workload to satisfy customers under time pressure
• Ability to troubleshoot issues and provide clear and concise directions to customers
• Excellent written and verbal communication skills, responding with appropriate feedback
• Demonstrated ability or aptitude to understand automotive/technical issues and terminology
• Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
• Competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome
• Ability to learn, use and manage internal/proprietary applications in support of customer handling
• Ability to build relationships and collaborate with dealer personnel and internal stakeholders
• Ability to think on own feet and is a good decision maker.

Preferred Requirements:

• 2+ years of customer service experience preferably in a contact center or dealership.
• Previous experience with other premium brands, luxury hospitality or retail.
• Experience with cloud-based CRM and telephony tools.
• Excellent communication skills.