Roadside Assistance Call Center Part-Time

1 week ago

Burnsville, United States Manpower Full time

Customer Service Specialist – Part-Time - Burnsville, MN
Morning Shift: 7am-11am, Fri-Tue
Evening Shift: 5pm-9pm Wed-Sun
Evening Shift: 5pm-9pm M-F
Evening Shift: 5pm-9pm Tue-Sat
Evening Shift: 5pm-9pm M, Thu, Fri, Sat, Sun
Pay Rate: $17.70
TEMP-TO-HIRE
First two weeks of training will be 8am-5pm, M-F

Benefits once hired on a permanent status:

  • Health and Wellness: Medical, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Telemedicine
  • Time off: PTO, PAA (sick), paid company holidays
  • Retirement: 401k and Roth IRA with company match
  • Company paid benefits: Short-term disability, Long-term disability, Life insurance, and AD&D Coverage
  • Tuition reimbursement, Employee Assistance Program (EAP), Monthly Incentive Bonuses, Training Completion Bonuses, Shared Accounts Bonuses
Summary
The Customer Service Specialist position is responsible for answering incoming calls and providing excellent customer service to BMW Roadside Assistance customers, following program guidelines and call center standards.  Call types are often urgent in nature such as stolen vehicle, accident assistance, break down, and officer requests.

General Job Responsibilities:
  • Knowledge of Dealer Speed, for checking VIN, experience in CDC to view vehicle/customer information.
  • High level of existing program knowledge to provide accurate and correct advice for floor support including troubleshooting and problem solving.
  • Act as first level point of contact for escalations between customer and specialist in attempt to resolve before involving a TL.
  • Understanding of how service level is calculated on BMW RSA project, how scheduling or adherence can affect overall SL.
  • Assume TL duties in the event that a TL is not on duty including providing feedback or conducting team meetings.
  • Exhibit high level of professionalism in interactions with colleagues, TLs, OPMx, etc.
  • Directly influence KPI's for Help By Phone Target to reach goal of 20% of calls.
Qualifications
  • Minimum of High School Diploma.
  • 0-2 years of experience working in a call center environment.
  • Independent and self-resilient
  • Excellent communication skills, both verbal and written.
  • Compassion, empathy, and team orientation.
  • Proficient in Microsoft Office and web based applications.
  • Knowledge of customer service.
  • Strong interpersonal skills.
  • Strong organizational skills and attention to detail.
  • Ability to work in a fast-paced environment with daily work processing deadlines.
  • Ability to work effectively without supervision.

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