Client Services Representative I

2 weeks ago

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

POSITION SUMMARY

A Customer Support Specialist (CSS) I plays a crucial role in addressing customer inquiries by adhering to client protocols, departmental guidelines, product specifications, and organizational policies across the primary services offered in the call center. A CSS I will manage incoming calls and initiate outbound communications with a focus on delivering exceptional service to guarantee customer satisfaction. In this position, the specialist must demonstrate decision-making capabilities and problem-solving skills, comply with the assigned daily schedule, accept guidance and feedback from supervisors, and respond promptly to meet service expectations and reduce customer wait times.

PRIMARY RESPONSIBILITIES
  • Effectively communicate resolution processes and follow up on customer inquiries.
  • Manage challenging and demanding situations with professionalism and efficiency.
  • Interpret client protocols to make informed decisions regarding product inquiries and urgent situations, comprehend and execute simple to complex instructions, collaborate with other departments to fulfill customer needs, and provide empathetic service to delight customers.
  • Demonstrate the ability to read and understand instructions of varying complexity and deliver high-quality service through both verbal and written communication.
LEADERSHIP ROLE

This position does not include 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 interpersonal and persuasive skills.
  • Capability to manage difficult and upset customers.
  • Understanding of ACD (automatic call distribution) environments is advantageous.
  • Familiarity with Salesforce case management is a plus, but not mandatory.
  • Self-motivated, detail-oriented, and able to manage multiple tasks concurrently.
  • Knowledge of the automobile leasing sector is beneficial, though not required.
EDUCATIONAL BACKGROUND & EXPERIENCE
  • High School diploma or equivalent is mandatory.
  • 1-2 years of call center experience is advantageous, but not essential.
  • A minimum of 1 year of customer service experience, either over the phone or in person, is required.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

While performing the responsibilities of this role, the employee is expected to regularly communicate verbally and audibly, and utilize hands and fingers to operate call center tools.

Disclaimer

This job description is not intended to be an exhaustive list of all activities, duties, or responsibilities that may be required of the employee in this position. Responsibilities and tasks 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.

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