Customer Care Specialist

1 month ago

Elkridge, United States Dr. B Full time

DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.

WHAT WE DO: enabling the future of vehicle care - wherever the road takes you.
WHY WE DO IT: To fuel our client's growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

Essential Functions:

Illustrative duties may include, but are not restricted to, one or more of the following:

  • Identifies and assists in the implementation of quality strategies that will improve the experience, productivity and profitability.
  • Communicates with Operations Management on issues that arise from customers and employees.
  • Defines and communicates customer service standards, policies and procedures to both the Operations staff and DRB Systems customers.
  • Identifies resources and tools required to allow the Operations teams to meet quality standards.
  • Handles complex and escalated customer service issues.
  • Reviews, tracks and responds to customer feedback, escalations and inquiries.
  • Documents resolution to customer feedback, escalations and inquiries.
  • Reviews the Quality Tracker to identify opportunities for customer follow up and potential systemic issues.
  • Tracks all parts and equipment issues that are reported by internal and external customers
  • Escalates parts and equipment issues to the Service, Shipping and/or R&D for review and resolution.
  • Manages and monitors the customer retention process and engage with customers to encourage Support participation.
  • Identifies and communicates training and coaching opportunities.
  • Responsible for enforcing company and department policies, procedures and standards.
  • Maintains strong relationships with all DRB teams by providing awareness of the customers' experiences.
  • Performs other duties as assigned by Management.
Qualifications and Requirements:
  • Education: High School graduate or equivalent.
  • Experience: 1+ years of experience in a Contact Center or Customer Care environment. 1+ years of experience in service, consulting, or relationship management.
  • Computer Skills: Demonstrated proficiency in Microsoft Office applications.
  • Other Requirements: Valid United States Driver's license.Customer Service focused. Ability to take initiative and self-manage. Coaching and staff development experience. Stress tolerance with the ability to handle conflict and confront challenging issues in a fast-paced environment.


Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves - delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company's website at www.vontier.com.

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation.The subsidiary or affiliate is referred to as "Vontier Company".

Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status,gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail vnttalentacquisition@vontier.com.

Equal Opportunity Employer

#LI-AM2

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