Job Summary
The Customer Support Representative serves our clients and customers by providing application and service information, resolving product issues, assisting them in maximizing their use of our applications, and training users and clients on the applications. Working in a call center environment, the Customer Support Representative answers calls, responds to emails, and sets up menus that require math calculations.
Expectations
You are expected to demonstrate integrity and trust in all interactions, both within the company and with clients, affiliates, competitors, and the industry. Speak up with your ideas and opinions, especially when they offer a different perspective, and show resilience during challenging times. Strive to deliver exceptional, "WOW" experiences to colleagues and clients, balance quality with meeting deadlines, and contribute to the future growth and improvement of our organization. Your role is to positively impact our people, products, processes, and outcomes, making lives better both internally and externally.
Key Responsibilities
- Answer inbound customer phone calls and emails and follow up with outbound calls when necessary
- Complete client requests in Stone Eagle applications with emphasis on accuracy over speed
- Respond to customer requests for support using Salesforce and Five9 to track all communication and follow-up
- Continuous learning of the applications to maximize level of service to clients
- Provide excellent customer service with a sense of urgency
- Share knowledge with other team members, and document processes to ensure we have multiple team members able to serve every client
- Research issues as completely as possible and then recommend solutions
- If you are unable to resolve an issue, obtain as much information as possible and provide updates to your team, manager, and potentially development for assistance
- Act as a resource for users for internal special report requests; troubleshoot problems
- Provide recommendations to managers and the leadership team for improvements to our processes and products
- Accept feedback from your managers, apply it, and work diligently to improve and enhance your skill set
Requirements
Experience:
- Overall understanding of the retail automotive industry and how our applications are used
- Industry Knowledge/Trends
- Demonstrate ability to train and review core applications with internal and external clients
- Have a strong understanding of the purpose of our applications from the user perspective
- Clear and comprehensive understanding of products
- Data entry skills including math calculations
- Possess strong time management skills and ability to prioritize issues
Skills and Competencies:
- Strong desire and ability to assist and communicate with our customers via phone and email
- Demonstrate a positive attitude, flexibility, and willingness to do anything to help the team
- Ability to manage attitude and emotions under difficult situations
- Strive for first call resolution
- Excellent written and verbal communication
- Listener
- Learner
- Research
- Analytical
- Detailed oriented
- Troubleshooting
- Problem solving
- Doesn't give up easily
- Focused, flexible, and able to multitask on various aspects of a project(s)
- Ability to meet stated expectations on time and with quality
- Produce quality work
- Enhance department and organization reputation by accepting ownership for accomplishing new and different requests
Technical Skills:
- Data entry skills including math calculations