Customer Care Advisor
2 weeks ago
Customer Service Representative (Remote Eligible)
Position Overview:
This Remote Eligible role is designed for individuals who excel in providing exceptional technical assistance and problem-solving for customers of KAR Global. The successful candidate will leverage a variety of technical skills and customer service techniques to deliver effective solutions to client inquiries.
Key Responsibilities:
- Diagnose, investigate, and resolve technical issues and application-related challenges faced by end-users.
- Ensure adherence to all directives, updates, and schedules communicated by management.
- Maintain open lines of communication with team members and across the organization.
- Deliver exemplary customer service that fosters trust and loyalty among clients.
- Proactively identify opportunities for product enhancements to improve user experience and functionality.
- Guide and educate customers on best practices for utilizing KAR Global's products and services.
- Stay informed about industry trends and competitive landscape to enhance product knowledge.
- Document all customer interactions and research in the CRM system to ensure service reliability.
- Maintain proactive communication with clients regarding their inquiries or incidents.
- Ensure customer satisfaction with resolutions and escalate complex issues requiring advanced technical knowledge.
- Act as a Subject Matter Expert in the creation of training materials.
- Provide mentorship and training to fellow team members.
- Utilize analytical skills to offer solutions and resolve issues in diverse scenarios.
- Engage in continuous learning to enhance product knowledge and service capabilities.
- Document known issues, solutions, and procedural information for reference.
- Report on status, challenges, and timelines to management and staff.
- Facilitate communication between technical and non-technical users.
- Collaborate with technical teams to resolve customer issues.
Qualifications:
- Bachelor's Degree preferred, with 1-2 years of experience in a customer service-oriented role.
- High School Diploma or GED required.
- Bilingual in English and Spanish is advantageous.
- Experience in troubleshooting hardware, software, and network issues.
- Excellent verbal and written communication skills.
- Proven ability to quickly adapt to new technologies and solve problems creatively.
- Strong analytical and problem-solving abilities.
- Highly organized, detail-oriented, and capable of managing multiple tasks.
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