Job Description:
JOB DESCRIPTION:
Working in a contact center environment, the Dealer Care Specialist assists dealers to answer their questions and/or resolve issues they have. These contacts can be from multiple channels – phone, email or web to case and can be in relation to service operations, parts ordering/logistics, warranty claims or customer escalations (dealer-initiated contacts only – customer escalations will be handled by current Mediation group in CR).
Dealer Care Specialists will use telephony systems to identify their activities throughout day and will utilize Salesforce Service Cloud to manage cases, document conversations and outcomes for future analysis if needed. Agents are expected to meet daily KPIs which will help the overall department reach dealer service level expectations.
Dealer Care Specialists will use their skillsets to handle multiple types of inquiries from dealers in different subject matters.
Please note this is a remote (work from home) position.
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RESPONSIBILITIES: *
QUALIFICATIONS:
#LI-remote
Job Type: Full-time
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