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Vehicle Service Administrative Assistant


This individual will understand the various vehicle service contract options and is? expected to take ownership of the call and inquiry


Key Responsibilities:




  • Service all incoming calls from customers regarding service contract inquiries


  • Ability to warm transfer and/or provide callback timeframe


  • Provide detailed notes in various sales platforms and Microsoft Excel


  • Utilize databases to initiate sales process for sales agents


  • Strictly adhere to department policies, processes and procedures


  • Code call outcomes in database provided


  • Participate actively in quality and training initiatives


  • Resolves customer complaints by trouble shooting problems and developing solutions making recommendations to VSC leadership


  • All other duties assigned



Qualifications and Skills:




  • Excellent verbal and written communication skills


  • Detailed oriented


  • Strong reliability


  • Minimum of three to four years of customer service and clerical skills


  • Customer follow-up skills (call back on time, review account to understand the call strategy)


  • Typing Skills (35 45 WPM)


  • PC literacy (Microsoft Excel) basic skills required and knowledge of Outlook


  • Attentiveness and active listening - This is critical to identifying customer needs - customers will be transferred to Sales Agents and appropriate departments


  • Customer Focused Recognize that the customer experience is crucial to the sales process. The goal is to WOW the customer before the transfer takes place


  • Product Knowledge The ability to answer general information and discovery questions before transferring customers to the appropriate department; i.e. vehicle eligibility and identifying sales calls versus other service related calls (Claims, Customer Care and Roadside request, etc.)


  • Organizational Ability- Track incoming calls and manage call transfer spreadsheets


  • Communication Skills Can clearly articulate requests such as: asking for follow-up feedback, delegating call back duties and documenting call outcomes


  • Computer Skills- Managing call reports. Having the ability to analyze and record data in Microsoft Excel



 

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