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Customer Service

2 months ago

Houston, United States Kirsten and Associates Full time

This is a remote position.


Provides emergency roadside assistance to customers who have emergency roadside benefits as part of their automotive insurance policy or their new vehicle owners package. Eleven out of fifteen top insurance carriers support their customers through this service and 75% of new passenger vehicles sold in the U.S. rely on it to provide their customers with roadside assistance.

What to Expect

On a daytoday basis Service Partners can expect to participate in the following activities using the new and exciting Next Generation Platform (NGP):

24/7 service of inbound calls for roadside assistance and other service requests from client s customers and/or client account representatives for assistance with items such as:

a vehicle that won t start
flat tire(s)
keys locked inside a car
vehicle out of gas
vehicle in an accident

Place outbound calls to the list of client s service providers to secure appropriate towing assistance to resolve the customer s needs
Possible outbound calls to client client s customers and/or client account representatives for status and clarification purposes.
Transfer inbound calls or outbound calls to other clientdesignated internal support departments or client account representatives
Outbound coordination with client s service providers & possible followup calls for clarification and/or additional calls for secondary services
Probe to identify the needs of the customer based on the vehicle s inoperable situation
Identify the customer s location using Google Maps and other client tools
Provide policy coverage details based on the specific client program
Secure a Service Provider to assist the customer based on the parameters of the policy s program
Provide status updates to customers calling after the initial request for assistance was processed

Requirements
Capabilities of Top Performing Service Partners for this Program

This is a bestfit opportunity for Service Partners who want to service from 8:00 a.m. 12:00 p.m. ET and/or 4:00 p.m. 8:00 p.m. ET as 50% of intervals offered fall in these drive time windows.

A working knowledge of Google Maps and other mapping resources.

Benefits
Affordable PPO Healthcare and Dental Options Available

- Capabilities of Top Performing Service Partners for this Program - Respond to incoming contacts from customers in a professional and efficient manner. - Maintain knowledge and ability to effectively articulate the brand, products, policies, and procedures. - Drive sales by offering to place orders and suggest complementary items based on customer needs and preferences. - Mitigate customer escalations through effective decision making and problem-solving skills. - Leverage multiple systems and tools to effectively handle customer contacts. - Simultaneously handle multiple tasks including contact handling and data processing. - Passion for working within a group environment that delivers exceptional customer experiences. - Demonstrated customer service skills, preferably in a retail and/or contact center environment. - Effective decision-making, problem-solving and follow-up skills. - Excellent verbal and written business communication skills. - Ability to multi-task in a fast-paced environment and handle shifting priorities. - Strong attention to detail. - Intermediate computer skills, including proficiency in Windows navigation and MS Office. - Luxury retail experience