Customer Service Representative

22 hours ago

Des Plaines, Illinois, United States Wheels, LLC Full time
Job Description:

OVERVIEW

A Customer Service Representative is responsible for resolving customer inquiries by following client guidelines, departmental procedures, product requirements, and company policy across the core products supported in the call center.

The representative will answer inbound calls and make outbound calls in an exceptional service manner to ensure customer satisfaction.

In this role, the representative must be able to make decisions and resolve issues, adhere to daily schedules as assigned, accept direction and feedback from management, and respond with a sense of urgency to meet service levels and minimize customer wait time.


KEY RESPONSIBILITIES
Must be able to effectively communicate resolution procedures and follow up on customer inquiries.
The representative also must be able to oversee difficult and demanding situations appropriately, correctly, and efficiently.

Requirements include interpreting client guidelines to make correct decisions for product inquiries and emergency situations, read and understand simple to complex instructions, collaborate with other operating areas to successfully service customer needs, and delight customers and display empathy.

The representative must be able to read and understand simple to complex instructions and successfully execute and deliver high-quality service over the phone and through written communication.


LEADERSHIP RESPONSIBILITIES
There are no leadership responsibilities for this role
SKILLS/COMPETENCIES
Typing 35+ words per minute.
Working knowledge of Windows operating system.
Strong Customer Service skills.
Excellent communication skills, both soft skills and influencing skills.
Able to deal with difficult and irate customers.
Knowledge of how ACD (call center) environment operates is a plus.
Knowledge of Salesforce case management is beneficial, but not required.
Self-starter, meticulous, ability to handle multiple tasks simultaneously.
Knowledge of automobile leasing industry is beneficial, but not required.

EDUCATION & EXPERIENCE
~ High School diploma or equivalent required
~1-2 years call center experience can be beneficial, but not required.
~ Minimum 1 year customer service experience, dealing with customers over the phone or in person, required.

PHYSICAL DEMANDS & WORK ENVIRONMENT

While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools.

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