Customer Service Representative - Auto

Customer Service Representative - Auto

Customer Service Representative - Auto
Job ID: 667944 Category: Customer Service
Status: Posted Date: 05-Dec-2011
Location: Farmington Hills, Michigan, United States


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Our initiative is to elevate the in-store automotive experience to a world-class level. Minacs is responsible for supporting the selected in-store coaches and website. We serve as the helpdesk for the CEM program.
This position is responsible for enrolling dealers into the program, auditing invoices, assisting dealers and coaches with questions about the program and website via phone and email. PHQ support includes web site navigation and troubleshooting program concerns and clerical responsibilities.
SPECIFIC RESPONSIBILITIES
· Process inbound calls and/or requests from dealerships, coaches, coaching vendors and other external contacts.
· Respond to customer concerns via email and phone using professionalism, available tools/data, problem solving and exemplary customer service skills.
· Perform outbound contact (email/Phone) calls follow up as required
· Process outbound calls, as required by the program to obtain additional information and paperwork to complete files or transactions
· Direct contact with clients, offsite and internal personnel
· Access and update secured or sensitive databases
· Navigate computer programs through multiple screens
· Must be knowledgeable of use web browser functions
· Reads and researches relevant materials and resources to stay current with program knowledge
· Identify problems and make recommendations for change in local procedures and practices
· Coordinates the implementation of changes under the direction of the Team Manager
· Update department procedures/work instructions as necessary to keep them current.
· Ensure adherence to client and/or internal timeline and efficiency requirements
· Prepare reports as required
· Performs general administrative duties of the department
· Provides assistance to other CSR's
· Required to meet specific performance standards
· This position requires strict adherence to the company tardiness and absenteeism policy
· Any additional duties as assigned by Management
ESSENTIAL QUALIFICATIONS
Education/Knowledge:
· High School graduation or equivalent required. College enrollment/degree preferred
· Must have general knowledge of windows-based applications and basic computer knowledge including web navigation.
· General data entry and proficiency in Microsoft Office specifically including: Word, Excel, and Outlook
Experience / Skill:
· Minimum 6 months experience in customer relations, preferably in Call Centre environment. Experience working with Automotive/Dealerships is preferred
· General data entry and ability to use the following software packages: Word, Excel and Outlook · Knowledge of web browsers (e.g. Internet Explorer and Firefox) and enabling/disabling pop-up blockers, preferred
· Must be flexible, detail oriented, organized, able to multi-task, able to work independently, and possesses strong customer service and communication (written and verbal) skills.
Minacs is an Equal Opportunity, Affirmative Action Employer. We thank all applicants however, only those in consideration will be notified.