Client Support Professional

This is a remote position.

About The Client

This global digital roadside assistance platform continues to reimagine the roadside assistance industry to the benefit of global brands, roadside assistance professionals, and consumers. The solution delivers the quickest, safest, and most innovative roadside assistance service, products, and technology by combining location-based services, real-time data, AI, and machine-to-machine communication. The platform powers roadside assistance solutions in North America, Europe, and Asia for leading brands across the automotive, insurance, telematics, and other transportation-focused verticals.

Over 200,000 drivers across America have found better roadside assistance service through this platform. In addition, millions of drivers have direct access to it through integration in a broad range of mapping and connected car platforms. The core of the service network has been providing roadside assistance services to customers for more than 15 years.

What To Expect

This program requires high attention to detail, proactive problem solving, and the ability to multi-task working multiple cases/tools simultaneously. Service Partners on the Cadillac English program will handle inbound and outbound calls and cases for the Urgently client by:

• Providing Inbound and Outbound phone support to customers, Service Providers, and Cadillac partners using workflows and policies for each step taken with a strong adherence to following the workflow steps in order.
• Handling multiple firing alerts/cases in multi-client tools with speed and accuracy to the steps required to clear alerts and put the service back onto a happy path.
• Providing double white glove customer service with empathetic handling of each Cadillac customer while supporting both calls and cases in support of RSA services.
• Navigating client tools, Google, and other platforms to locate providers for customers in rural or remote areas to provide RSA services.
• Locate providers and negotiate agreeable service rates for services, and special equipment and manage financial loss for the clients through strict adherence to financial policies.
• Utilizing proper escalation policies and channels to leave NO CUSTOMER STRANDED and take appropriate action to ensure customers receive the help needed in a timely fashion.
• Proactively reviewing cases for changes or updates to quickly address any obstacles that would prevent RSA from completion or cause financial loss to the Urgently client.
• Clear and proper documentation of all steps taken for every case as it happens and throughout the case’s life to ensure a smooth transition on handoffs.
• Proactively communicating with Chat Support Resources to request rate approvals, communicate challenges, or escalate cases for immediate intervention when criteria are met.
• Following the customer experience and case ownership through to completion utilizing proper handoff procedures to ensure no customer is left unsupported at the end of selected intervals
  
  

Requirements

Capabilities of Top Performing Service Partners for this Program

• Strong analytical skills with a desire to "find solutions" to problems with urgency and expertise.
• Self-proclaimed perfectionists!
• Customer obsessed, you love being the empathetic hero to customers in intense and stressful situations!
• Process Compliance - adhering strictly to process and policy and following step-bystep processes without deviation. Someone who likes to check the boxes and understands why they are necessary for customer safety!
• Strong chat presence with professionalism, proper grammar, spelling, and punctuation.
• Capable of de-escalating situations and customers with ease and sincerity.
• Is naturally curious and looks for answers to complex problems with little direction/oversight.
  
  

Benefits

Affordable PPO Healthcare and Dental Options Available