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Customer Advocate in Libertyville, IL at Solution Partners

Date Posted: 11/10/2017

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    11/10/2017

Job Description

: Job Responsibilities:
Using exemplary customer service and phone skills, they take phone or email inquiries from dealers and provide complete resolution of questions and concerns presented. Responsible for performing outbound sales/service related activities. They possess a complete knowledge of various internal systems and use these tools to address the various situations. They are expected to maintain detailed and accurate records of dealer concerns and the steps taken to resolve issues.

: Customer Service
: Work with dealers to provide complete resolution to issues brought by dealers per established policies and procedures
: Provide exemplary customer service
: Assist with finance, forward and reverse related issues and questions
: Ensure accuracy, detail and follow through of all case work
: Accurately document concerns/issues and steps taken for resolution
: Meet specific follow up guidelines
: May be required to provide other types of customer support including chat
Account Management
: Work with Account Management team in proactive sales focused activities
: Perform outbound campaigns focused on sales initiatives and/or educational initiatives
: Work collaboratively with Sales/Account Manager(s) on external customer presentations (operating rhythm/MBR/QBR/CPFR/S&OP) and interface daily with account to support and drive issue resolution and program execution.
Process Creation & Business Improvement
: Assess patterns related to single dealer and/or cross-dealer concerns and proactively take corrective action to change processes/procedures where appropriate
: Work with other support infrastructure team members towards resolutions
: Proactively determine ways to improve dealer experience
: Proactively assess, clarify and validate the processes and procedures being used to look for continuous improvement
: Become the subject matter expert in assigned process/program areas and create appropriate processes
: Address and drive initiatives with relevant operational teams and Sales/Account Manager(s)
As required
: Act as back up to department Team Leads, Analyst and Sales/Account Manager(s)

Skills:
: Strong customer service skills. Ability to diffuse tense situations. Empathetic yet able to effectively communicate an unpopular point. Willing to seek a mutually satisfactory resolution and push internally when needed
: Relentless in follow-up, follow through and delivery to meet or exceed customer expectations
: Works and communicates effectively with team members, related support departments and dealer customers
: Excellent problem solving, trouble shooting and analytical skill sets
: Strong verbal and written communications, i.e. spelling, grammar, clarity, etc. Positive, pleasant and strong phone presence.
: Strong Microsoft Office proficiency. Experience with case tracking software and corporate accounting systems. Management and manipulation of data using Excel
: Detail-oriented and thrives in a high paced, entrepreneurial environment
: Self-starting, team player that possesses an exceptional attitude
: Seeks out and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up to date, turns mistakes into learning opportunities
: Keeps information organized and accessible, works systematically/efficiently. Manages time well

Experience:
: Verifiable success in a customer service or inside sales role
: Direct experience working in a call center environment or an account management role preferred
: Experience working with a dealer channel preferred
: Wireless telecom or similar industry experience preferred
:
Preferred Education & Training:
: Bachelor's degree or equivalent work experience required
: 3 years of relevant work experience