Customer Care Team Member

Customer Care Team Member

Amsterdam, NY

Full Time

Entry Level

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The Customer Care Center Team Member provides active, responsive and friendly phone support for the Service Department to synchronize and enhance communications between all parties during the repair and maintenance services being performed for customers.

Pay: $17 an hour 

Schedule: 7:30am-4:00pm M-F (or until all calls are answered), rotating Saturdays 8:00am-2:00pm

Job Duties:

Answer incoming calls and voice mails from customers to ascertain need for repairs and services by actively listening to customers description of symptoms, and clarifying description of problems

Prepare work orders for Service Advisors and accurately collect all pertinent information; coordinate check in process as needed; dispatch work orders to the Service team

Suggest supplemental services and accessories as appropriate

Maintain customer rapport by explaining the service process and reviewing expectations for repair and return of unit

Provide ongoing problem solving techniques to ensure complete customer satisfaction from initial call through return or delivery of unit

Successfully coordinate timely communications between Service Advisors, other service team members and customers to guarantee continuity of service

Update job knowledge by participating in educational opportunities, such as reading manufacturers publications

Enhance organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments

Qualifications:

High school diploma

1 year experience in a customer service role

1 year experience with some or all of the following: web-based applications, online vendor databases, dealership software, and/or inventory movement software

General knowledge of motor vehicles and RVs, and/or knowledge of construction, electrical, plumbing trades helpful, but not required

Skills:

Outstanding interpersonal and verbal communication skills for friendly and effective customer and employee interactions

Ability to listen insightfully and to convey information verbally and in writing

Exhibits passion over work with a can-do attitude, and maintains calm and steady performance under pressure

Ability to adjust to changing priorities through efficient and productive planning and organizing

Excellent computer and data entry skills, including proficiency with Office 365, processing online credit card transactions, and using phone systems

Works effectively both alone and in a team environment, and establishes collaborative working relationships with peers and staff