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Lead Customer Support Specialist
2 months ago
The Senior Customer Service Representative is responsible for managing incoming calls to deliver polite and precise responses to key support inquiries from JM&A dealers, Field Sales Representatives, and product contract holders. This role is essential in enhancing the connections we maintain with both internal and external stakeholders.
Key Responsibilities:
- Facilitate the distribution of monthly incentives and program payments, prepare reports, and undertake other tasks necessary to assist our Field Sales team and Dealer Assistance Team.
- Address inquiries from field representatives, dealerships, customers, and lenders.
- Utilize knowledge of the organization, its products, and related services and policies to deliver a range of customer services via email and phone.
- Provide tailored customer service at a high professional standard.
- Resolve customer inquiries, complaints, and requests, often involving contract interpretation.
Required Qualifications:
- High school diploma or equivalent.
- Highly motivated and positive team player capable of working remotely.
- Minimum of 2 years of customer service experience in an Omni-channel contact center.
- Strong interpersonal skills; ability to understand and manage both personal and customer emotions, identify and resolve issues, and work towards mutually beneficial solutions.
- Excellent verbal, written, and active listening communication skills.
- Critical thinking and problem-solving skills essential for managing high-demand, high-pressure customer interactions.
- Ability to multitask, including navigating multiple screens and systems during calls, along with strong data entry and typing skills, and proficiency in Microsoft Office.
- Capacity to prioritize tasks in a fast-paced environment.
- Provide technical assistance to auto dealers regarding portal access and troubleshooting.
- Bilingual (English/Spanish) is a plus.
- Exceptional verbal, written, and interpersonal communication skills with the ability to effectively engage with various departments and associates, including senior management.
- A foundational understanding of JM&A's products and systems, as well as the overall value proposition provided to dealer clients, is advantageous.
- Experience with tools such as Cognos, SalesForce, Beqom, and/or Excel for generating and providing accurate reports upon request.
- Technologically adept with a demonstrated ability to quickly learn various systems.
This job description may not encompass all assigned duties, responsibilities, or aspects of the role described, and may be modified at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business needs, and managerial discretion, and may be adjusted as necessary.
