Remote - Customer Service Representative (Automotive) - Work from Home
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Location: Remote Call Center
Customer Relations Representative –Customer & Dealership Support
About the Role
As a Customer Relations Representative, you will playan important rolein creating positive experiences forautomotivecustomers and dealership teams. Our team partners closely with dealerships while serving as a resource forcustomerswho needassistancewith questions, concerns, and issues related to their vehicle ownership experience.
You will listen to customer concerns, research available solutions,provideknowledgeable guidance, and work with dealership personnel whenadditionalsupport or coordination is needed.
This isa great opportunityfor someone who enjoys helping people, solving problems, learning about automotive technology, and making complicated situations easier for customers. Every interaction is an opportunity to build trust and help create a positive experience.
What You'll Do
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Customer Interaction: Engage withcustomers by answering incoming calls, listening carefully to their questions or concerns, and providing professional, empathetic, andtimelyassistance.
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Customer Advocacy: Take ownership of customer concerns and work to understand the situation from the customer's perspective while helpingidentifythe best available path toward resolution.
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Dealership Partnership: Work collaboratively with dealerships to help address customer concerns, provide guidance, and coordinate information when dealership involvement is needed.
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Problem Resolution: Research customer concerns, determineappropriate solutions, and follow through to help ensure issues are addressed effectively and efficiently.
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Recall & Customer Support Program Assistance: Provide customers and dealership personnel with guidance related to vehicle recalls and Customer Support Programs, including helping explain available resources and next steps.
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Warranty Support: Assistwith questions related to warranty parameters and dealership processes, helping customers better understand their options while partnering with dealerships when necessary.
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Connected Services Support: Assistcustomers with connected services enrollment, connectivity questions, and troubleshooting. Help customers navigate technology-related concerns and provide clear instructions for available solutions.
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Technical Assistance: Provide support for in-vehicle technology, including phone pairing, multimedia systems, navigation, and other connected vehicle features.
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Research & Investigation: Utilizeinternal systems, online resources, reference materials, and available tools to research unique or complex customer concerns andidentify accurate ,appropriate solutions.
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Multi-Tasking Excellence: Navigate multiple software applications and systems while actively listening to customers, documenting information, researching concerns, and communicating solutions.
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Dealership Coordination: When a customer concern requires dealership involvement, work with theappropriate dealershipcontacts to helpfacilitatecommunication and support a successful customer outcome.
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Escalation Assistance: Recognize concerns that requireadditionalreview or support and follow established escalation procedures whilemaintainingownership of the customer experience.
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Clear Communication: Explain processes, technical information, and next steps in a clear and easy-to-understand manner, adapting your communication style to meet each customer's needs.
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Emotional Intelligence: Use empathy, patience, and professionalism when interacting with customers who may be frustrated, confused, or experiencing a challenging situation.
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Customer Experience: Look for opportunities to make each interaction easier and more positive. Your goal is not simply to answer a question, but to ensure the customer fee