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Customer Service Specialist
2 months ago
JOB OVERVIEW -
By utilizing various communication methods and follow-up tools both internally and externally, ensure out of stock vehicles are delivered to end users road ready and as quickly as possible. The position requires strong verbal and written communication skills, strong excel skills, close attention to detail, outstanding organizational skills, and an excellent understanding of departmental interdependencies and the various operating systems across the organization. When issues arise, the employee is expected to escalate to the appropriate operating area and follow through to resolution.
Key Responsibilities
• Following up on factory order deliveries with our partner dealerships.
• Improve customer satisfaction by identifying and addressing issues proactively and escalating as necessary.
• Meticulously maintain data and notes internally to ensure customer reporting is clear and easy to understand
• Support department KPI’s and initiatives around delivery date follow-up for both Out of Stock and factory orders
• Use reports and dashboards to proactively identify exceptions and potential issues
• Develop and maintain strong working relationships both internally and externally
• Work directly with the various dealer contacts to resolve all delivery related issues, following thru to completion.
• Assist with special projects as necessary
• Provide expertise to IT in creating new applications as well as enhancing existing applications by assisting with with rule development, formatting and testing
• Continually look for ways to improve departmental processes through enhancements and creation of new applications
• Develop communications for internal and external customers that are easily understood
• Back up and support team members
• Provide training for new employees and the client contact areas
• Assist and support the VOA department
• Other duties as assigned
Skills and Competencies
Self-starter
Strong focus on customer service
Ability to use multiple resources and systems to draw conclusions and resolve issues
Strong oral and written communication skills - including the ability to interact with internal and external clients and vendors at multiple levels.
Detail oriented
Process oriented
Excellent organizational and time management skills
Ability to meet deadlines, function under pressure and adjust to changes in priority
Understanding of general office practices
Education and Experience
• Minimum 3 years business experience and/or college diploma
• Prior Fleet Management experience required.
• Previous customer service/call center experience required.
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