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Customer Support Specialist I

2 months ago

Chicago, Illinois, United States Wheels Full time
Job Overview:

POSITION SUMMARY

A Customer Support Specialist I is tasked with addressing client inquiries by adhering to organizational guidelines, departmental protocols, product specifications, and corporate policies across the primary services offered in the call center. This role involves managing incoming calls and initiating outbound communications with a focus on delivering exceptional service to ensure client satisfaction. The specialist must demonstrate decision-making capabilities and problem-solving skills, maintain adherence to the assigned schedule, accept guidance and feedback from supervisors, and respond promptly to meet service expectations and reduce client wait times.

CORE RESPONSIBILITIES
  • Effectively communicate resolution processes and follow up on client inquiries.
  • Manage challenging and demanding situations with professionalism and efficiency.
  • Interpret organizational guidelines to make informed decisions regarding product inquiries and urgent matters, comprehend and execute both simple and complex instructions, collaborate with various departments to fulfill client needs, and provide empathetic service to delight customers.
  • Deliver high-quality service through both verbal and written communication, ensuring clarity and understanding.
LEADERSHIP RESPONSIBILITIES

This position does not entail any leadership responsibilities.

REQUIRED SKILLS AND COMPETENCIES
  • Typing speed of 35+ words per minute.
  • Familiarity with the Windows operating system.
  • Strong customer service aptitude.
  • Excellent communication abilities, including soft skills and persuasion techniques.
  • Capability to handle difficult and upset clients effectively.
  • Understanding of ACD (Automatic Call Distribution) systems is advantageous.
  • Experience with Salesforce case management is a plus, though not mandatory.
  • Self-motivated, detail-oriented, and able to manage multiple tasks concurrently.
  • Knowledge of the automobile leasing sector is beneficial but not essential.
EDUCATION AND EXPERIENCE
  • High School diploma or equivalent is required.
  • 1-2 years of experience in a call center environment is advantageous but not required.
  • A minimum of 1 year of customer service experience, particularly in phone or face-to-face interactions, is required.
PHYSICAL DEMANDS AND WORK ENVIRONMENT

While fulfilling the responsibilities of this role, the employee is expected to regularly engage in verbal communication, listen attentively, and utilize hands and fingers to operate call center tools.

Disclaimer

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities that may be required of the employee in this position. Responsibilities and activities may change at any time with or without notice.
EEO Statement
Wheels maintains a Drug-Free Workplace. All employment is contingent upon successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.PandoLogic. Category: , Keywords: Driver