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Senior Customer Service Representative

3 months ago

Deerfield Beach, United States JM Family Enterprises Full time

The Senior Customer Service Representative answers inbound calls to provide courteous and accurate replies to primary support inquiries from JM&A dealers, Field Sales Representatives, and product contract holders. This position is accountable for deepening the relationships we have with both internal and external customers.

Responsibilities

Assist with the distribution of monthly incentive and program payments, processing reports, and other responsibilities needed to support our Field Sales team and Dealer Assistance Team

Answer field representative, dealership, customer, and lender inquiries

Apply knowledge of organization, products and related services and policies to provide a variety of customer services through email and telephone

Provide individualized customer service of a high-standard professional level. 5. Resolve customer questions, complaints, and requests, frequently involving some contract interpretation

Qualifications:

High school diploma or equivalent

Highly motivated and positive team player that can work remotely.

Must have 2+ yrs of customer service experience within an Omni channel contact center

Strong interpersonal skills; understand and manage yours and the customers emotions, identify and solve problems, and work to find mutually agreeable solutions

Must possess superior verbal, written and active listening communication skills

Critical thinking and problem solving necessary to handle high demand, high pressure situations with customers

Ability to multi-task including the ability to navigate multiple screens and systems during calls. This includes strong data entry/typing skills and experience using Microsoft Office

Ability to manage priorities in a fast-paced environment

Provide technical support to auto dealers for portal access and trouble shooting

Bilingual (English/Spanish) a plus

Excellent verbal, written, and interpersonal communication skills with the ability to effectively interact with various departments and Associates (up to and including Senior Management)

A basic understanding of JM&A's products and systems, as well as the overall value proposition we provide to our dealer clients, is a plus

Experience using tools such as Cognos, SalesForce, Beqom and/or Excel to generate and provide accurate reports upon request

Technology savvy and demonstrate an ability to quickly learn various systems

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.