Customer Service Representative/ Case Manager Job Description

Job location: 1600 Eberhardt Rd Suite 100, Temple, TX 76504

Summary/Objective: The role of the Case manager – Escalations, is to handle cases involving complex and escalated customer issues. Resolve escalated/complex cases where expectations are clearly expressed to customers, customer follow-up times/dates are agreed upon in advance, and compensation for poor customer experiences are relative to the impact on each customer’s background and needs. Interface with car dealers, customers, and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair attempts. Conducting research by reviewing vehicle product guides, and interfacing with technical teams and product specialists.

Essential Functions:

• Handle cases involving complex and escalated customer issues
• Resolve escalated/complex cases where expectations are clearly expressed to customers, customer follow-up times/dates are agreed upon in advance, and compensation for poor customer experiences are relative to the impact on each customer’s background and needs
• Interface with car dealers, customers and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair attempts
• Conducting research by reviewing vehicle product guides, and interfacing with technical teams and product specialists
• Resolve sales experience complaints such as poor showroom or F/I interactions, lease-end issues, delivery condition of sold vehicles, providing education and guidance to customers on sales/finance inquiries
• Resolve service experience complaints such as warranty eligibility disputes, issues involving normal vehicle operation, cost of repairs, product liability claims, back-ordered parts, loaner cars, and appointment reservations

Other Functions:

• Analyze the merits of lemon law claims, support business partners arbitrating such claims, and negotiate settlement terms
• Provide expedited handling of customer inquiries received by executives
• Handle communications with executive contacts

Work Environment:

• Discussing trouble-ticket activity and incidents in video meetings with team management
• Typing incident notes, compiling reports and troubleshooting Help Desk incidents to resolution
• Handle a high call volume and managing the customer expectations

Required Education/Experience and Competencies:

• High School or GED required
• Minimum 6 months to 1 year of demonstrated customer service-oriented experience
• High level Integrity, understand & abide by our business practices
• Willingness to learn (LOB specific product/service, policies & processes), execute and improve
• Ability to effectively navigate through desktop tools, applications, and websites
• Basic Knowledge on MS Office
• Knowledge on Product/Service lie cycle in Automobile industry (Preferred)
• Excellent Problem-solving skills with proficiency in identifying issues by performing Root cause analysis
• Strong time management and organizational skills to ensure smooth and seamless operations.
• Proficiency in keyboarding (35 wpm), Windows-based applications, internet and web browsing
• Ability to utilize various documentary and personnel resources to craft case-specific action plans
• Ability to craft professional, business-appropriate emails to customers, dealerships, and internal business units
• Critical thought and resourcefulness to create unique action plans that are based on each customer’s specific request and pre-existing case history
• Ability to document a case’s file properly, provide succinct memos to the case that clearly detail the case manager’s interactions, and attaching properly described files to the case
• Ability to work with a sense of urgency
• Ability to spot and report areas for continuous process improvement
• Must possess excellent oral and written communication skills in English
• Ability to express precisely and with clarity
• Excellent listening & Probing Skills
• Ability to express empathy and exhibit a desire to help others
• Provide case handling that is unique and based on each individual customer’s specific needs and schedule
• Ability to de-escalate difficult customer issues to full resolution
• Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
• Ability to cope with stress and to remain calm in all customer service situations - remain patient, polite and provide excellent customer service

Job Type: Full-time

Pay: From $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 5x8
• 8 hour shift
• Day shift
• Evenings as needed
• Evening shift
• Monday to Friday
• Morning shift
• No weekends

Work Location: In person