Auburn Hills, MI, US
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.