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Client Service Representative II - Phoenix, AZ #7546193

Company: Cox Enterprises

Date: 08/02/2020

City: Phoenix, AZ

Employment type: Full-time

The position of Client Service Representative entails being the primary customer support for our contact-center. Success in this position requires that the Client Service Representative is able to work independently with little to no supervision to provide immediate availability, be professional, provide documentation within our systems and be knowledgeable of Manheim's products and services. The Client Service Representative is empowered to make decisions that will eliminate impedance for our customers to buy cars. This empowerment requires the Client Service Representative to be confident in both the knowledge of the business as well as Manheim's product offerings.

General Responsibilities

  • The Client Service Representative will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.

  • Maintaining relationships with existing customers includes problem solving by the Client Service Representative, by consulting with dealers and educating them about Manheim and ancillary partners.
  • Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.
  • May work across other departments to train on resolving different client issues.
  • The Client Service Representative will provide responsive, timely telephone, chat and email support. The Client Service Representative shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).
  • High School Diploma or GED required College degree or equivalent experience preferred.
  • Minimum of 2 years of Call center and/or client interfacing experience
  • Schedule – must have flexibility to work evenings, weekends, holidays as required
  • Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
  • Understand foundational levels of computers and technology, internet, email
  • Excellent oral and written communications skills, particularly in a phone or email context,
  • Experience working in a contact center metrics driven environment
  • Strong communication skills and basic computer knowledge
  • Ability to operate under tight pressure
  • Experience working in the automotive industry

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