Contact Center Representative - Inbound

About This Role

Manage a high volume of inbound customer service calls, addressing inquiries related to airbag recalls, warranties, and troubleshooting while providing excellent service and accurate information.

Responsibilities

• Manage a large amount of Inbound calls in a timely manner while delivering great customer service
• Assist scheduling customers with appointments for Airbag recalls and provide dealership information
• Handle 30-40 Inbound calls per shift and support with questions on recalls, warranties, troubleshooting malfunctioning radio codes
• Capture concerns of the customer and properly document calls to create a case
• Provide accurate information to customers, close cases and/or dispatch to the proper department for additional assistance
• Work fluidly with team for clear feedback and growth opportunities
• Handled high-volume inbound settlement calls, ensuring customer satisfaction and timely resolution of issues
• Provided detailed claim information and support to customers, maintaining a high level of accuracy and professionalism
• Demonstrated technical proficiency in using call center software and tools to manage customer interactions and data
• Consistently met or exceeded performance targets, including call handling time, customer satisfaction scores, and claim resolution rates

Requirements

• Ability to work with a team and independently
• Minimum typing speed of 35 WPM
• Computer skills (navigate multiple screens, tabs, software)
• Previous customer service experience
• Good decision-making skills (work independently with little supervision)

Qualifications

• College Degree preferred but equivalent work experience is sufficient
• Previous customer service experience

Nice to Have

• Automotive or dealer experience

Skills

* Required skills

Benefits