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Customer Support Associate

1 month ago

Mission, United States ACERTUS Full time

As a Customer Support Associate, you will be responsible for all inbound phone calls and ticket activity to support workflow management within Client Support. You will serve in this critical role by executing on action items from the inbound calls, internal tickets and external tickets to provide concierge service levels to both clients and internal teams. You will be expected to maintain the highest level of customer service within all interactions, providing appropriate research of the issue, timelyresponses,follow-up and overall resolution of the item. You will work closely with cross-functional teams within the ACERTUS organization to achieve the company's overall objectives and goals, and address client needs to provide best in class customer service.

Pay : $22- 24/hr. Based on experience
Schedule: Monday thru Friday 8am - 5:00pm

What you will be doing:

  • Establish and maintain interpersonal relationships with partners
  • Work closely with partners to provide updates, follow-up and resolution of outstanding items generated from calls or tickets
  • Provide timely, customer friendly responses to both internal teams and external clients
  • At all times, represent ACERTUS in a professional manner with conduct that aligns with core policies and procedures
  • Utilize internal resources to investigate, evaluate and resolve issues in a timely and accurate manner using sound business judgement
  • Work with partners to develop long-term solutions and process improvements
  • Participate in on-going training and development for both self and other partners
  • Maintain appropriate SLA's for inbound call answer times and ticket response times
  • Provide best-in-class customer service to both internal teams and external clients
  • Other duties as assigned
What we require:
  • Proficient in Microsoft Office programs, Zendesk, and other general office equipment.
  • Strong project management skills.
  • Ability to map out processes to gain efficiencies.
  • Ability to analyze data and make decisions.
  • Organized thinker with exceptional attention to detail.
  • Excellent communication skills, both verbally and in writing.
  • Ability to effectively organize and prioritize work as well as concentrate on multiple tasks simultaneously.
  • Knowledge of the vehicle title and licensing process.
  • Bachelor's degree preferred but not required, and/or work experience as an equivalent
Benefits:

At ACERTUS we believe that our employees are our greatest asset. Our benefits include:
  • Medical, Dental and Vision Insurance start on the 1st of the month following your start date.
  • Company Paid Time Off
  • 8 Company Paid Holidays
  • 401(k) with auto enrollment at 3% on the 1st of the month following your start date.
  • Casual Dress Code


About ACERTUS:

ACERTUS is as an automotive logistics provider that utilizes technology to provide unparalleled service and visibility into the transportation process accompanied by a full suite of vehicle lifecycle solutions. Our people, process, and innovative technology are the engine behind our relentless drive to deliver. We believe in enhancing our customers' experience by providing end-to-end solutions throughout the lifecycle of a vehicle. ACERTUS offers a suite of vehicle transportation services, customizable technology, a national title and registration platform, compliance services, home delivery and pickup, and a growing vehicle storage footprint throughout North America.

ACERTUS is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.