p>Key Responsibilities: • Become proficient in all knowledge base requirements to resolve clients needs as efficiently as possible • Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data • Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy • Manage high volume of tasks in a timely and efficient manner • Identify client needs, research issue and provide solutions and/or alternatives • Build sustainable relationships and engage clients by providing best-in-class service • Meet and/or exceed established inbound call quality guidelines and key performance criteria • Provide excellent client service and advocacy • Work across the organization as needed to resolve client requests • Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions • Work orders escalated to the dealer team in the order management • Effectively communicate to the client how to use any of our client facing tools • Perform other duties as deemed necessary by management. OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years experience; OR 7 years experience in a related field • Experience with Escalation Calls in a Customer Service Environment • Working knowledge and proficiency with Microsoft Office applications and Sales Force.




