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Omnichannel Inbound Outbound Customer Service Phone andChat

2 months ago

Houston, United States Kirsten and Associates Full time

This is a remote position.


This globaldigital roadside assistance platform continues to reimagine theroadside assistance industry to the benefit of global brandsroadside assistance professionals and consumers. The solutiondelivers the quickest safest and most innovative roadsideassistance service products and technology by combininglocationbased services realtime data AI and machinetomachinecommunication. The platform powers roadside assistance solutions inNorth America Europe and Asia for leading brands across theautomotive insurance telematics and other transportationfocusedverticals.

Over 200000 driversacross America have found better roadside assistance servicethrough this platform. In addition millions of drivers have directaccess to it through integration in a broad range of mapping andconnected car platforms. The core of the service network has beenproviding roadside assistance services to customers for more than15 years.


What to Expect When Servicing

This program requires high attention to detailproactive problem solving and the ability to multitask workingmultiple cases/tools simultaneously. Service Partners on theCadillac English program will handle inbound and outbound calls andcases for the Urgently client by:


  • Providing Inbound and Outbound phone support tocustomers Service Providers and Cadillac partners using workflowsand policies for each step taken with a strong adherence tofollowing the workflow steps in order.

  • Handling multiple firing alerts/cases inmulticlient tools with speed and accuracy to the steps required toclear alerts and put the service back onto a happypath.

  • Providing double white glovecustomer service with empathetic handling of each Cadillac customerwhile supporting both calls and cases in support of RSAservices.

  • Navigating clienttools Google and other platforms to locate providers for customersin rural or remote areas to provide RSA services.

  • Locate providers and negotiate agreeableservice rates for services and special equipment and managefinancial loss for the clients through strict adherence tofinancial policies.

  • Utilizing properescalation policies and channels to leave NO CUSTOMER STRANDED andtake appropriate action to ensure customers receive the help neededin a timely fashion.

  • Proactivelyreviewing cases for changes or updates to quickly address anyobstacles that would prevent RSA from completion or cause financialloss to the Urgently client.

  • Clear and proper documentationof all steps taken for every case as it happens and throughout thecase s life to ensure a smooth transition onhandoffs.

  • Proactively communicating with Chat SupportResources to request rate approvals communicate challenges orescalate cases for immediate intervention when criteria aremet.

  • Following the customer experience and case ownershipthrough to completion utilizing proper handoff procedures to ensureno customer is left unsupported at the end of selectedintervals


Requirements Capabilities of Top Performing ServicePartners for this Program

  • Strong analytical skills with a desire to"find solutions" to problems with urgency andexpertise.
  • Selfproclaimed perfectionists
  • Customer obsessed youlove being the empathetic hero to customers in intense andstressful situations
  • Process Compliance adhering strictly toprocess and policy and following stepbystep processes withoutdeviation. Someone who likes to check the boxes and understands whythey are necessary for customer safety
  • Strong chat presencewith professionalism proper grammar spelling andpunctuation.
  • Capable of deescalating situations and customers withease and sincerity.
  • Is naturally curious and looks for answers to complexproblems with littledirection/oversight.


Benefits
Affordable PPOHealthcare and Dental OptionsAvailable

- Capabilities of Top Performing Service Partners forthis Program - Respond to incoming contacts from customers in aprofessional and efficient manner. - Maintain knowledge and abilityto effectively articulate the brand, products, policies, andprocedures. - Drive sales by offering to place orders and suggestcomplementary items based on customer needs and preferences. -Mitigate customer escalations through effective decision making andproblem-solving skills. - Leverage multiple systems and tools toeffectively handle customer contacts. - Simultaneously handlemultiple tasks including contact handling and data processing. -Passion for working within a group environment that deliversexceptional customer experiences. - Demonstrated customer serviceskills, preferably in a retail and/or contact center environment. -Effective decision-making, problem-solving and follow-up skills. -Excellent verbal and written business communication skills. -Ability to multi-task in a fast-paced environment and handleshifting priorities. - Strong attention to detail. - Intermediatecomputer skills, including proficiency in Windows navigation and MSOffice. - Luxury retail experience