Customer Service Case Manager Position

4 days ago


Melbourne, Florida, United States Percepta Full time
About the Job

We are seeking a highly skilled and dedicated Service and Support Professional to join our team as a Customer Service Case Manager. This exciting opportunity will allow you to work with customers and prospective buyers to earn and retain their loyalty, creating relationships based on understanding their needs, concerns, lifestyle, and preferences.

The ideal candidate will have a strong customer service background, excellent communication skills, and the ability to work effectively in a fast-paced environment. As a Customer Service Case Manager, you will be empowered to make decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty.

Responsibilities

  • Provide an exceptional customer experience: Focus on building a relationship of trust and enthusiasm, guiding the customer from website to pre-buy experience, including vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services
  • Act as a resource of all product knowledge and service support: Use your expertise to assist customers with sales and service inquiries
  • Schedule activities as required for special events: Plan and execute events to engage with customers and promote the brand
  • Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner: Use active listening skills to understand customer needs and concerns
  • Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction: Communicate effectively with stakeholders to resolve customer issues
  • Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs: Provide excellent phone support to customers
  • Be responsible for handling emails and chats: Respond promptly and professionally to customer inquiries via email and chat
  • Exhibit strong follow up and organizational skills, in both verbal and written communication: Follow up with customers and stakeholders to ensure resolution of issues
  • Be responsible for resolving customer issues using all available resources, including Dealers (i.e. service personnel, subject matter experts (SMEs), leadership, and field service engineers): Use available resources to resolve customer issues


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