Inbound Customer Service Representative

About This Role

This role involves managing a high volume of inbound customer service calls, primarily for scheduling airbag recall appointments and assisting with various automotive-related inquiries. The representative will provide accurate information, document interactions, and ensure customer satisfaction while utilizing multiple software systems.

Responsibilities

• Manage a large amount of inbound calls in a timely manner, delivering great customer service
• Assist scheduling airbag recall appointments and provide dealership information
• Handle 30-40 inbound calls per shift, assisting with recalls, warranties, and troubleshooting radio codes
• Capture customer concerns and properly document calls to create cases
• Provide accurate information to customers, close cases, or dispatch to proper departments for assistance
• Work fluidly with the team for clear feedback and growth opportunities
• Demonstrate technical proficiency in using call center software and tools
• Consistently meet or exceed performance targets, including call handling time and customer satisfaction

Requirements

• Ability to work with a team and independently
• Type 35 WPM minimum
• Computer skills - able to navigate multiple screens, tabs, software
• Previous customer service experience
• Good decision making skills
• Available Monday-Friday from 6 am - 5 pm

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