Automotive Case Management (Onsite)

CNX•Chatham, ON

1d•Onsite

About The Position

The Automotive Customer Service Representative engages with customers through inbound and outbound calls and/or online channels. This role is responsible for delivering exceptional customer service and/or technical support by resolving routine inquiries and issues related to client products and services. As an Automotive Case Management (Onsite) tentative, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. Due to continued growth, we’re looking for more talented game-changers to join our purpose, people as passionate about providing outstanding customer experiences as we are.

Requirements

High School diploma or GED, and be at least 18 years of age.
Automotive enthusiast or have a relative knowledge of how automobiles work.
Possess natural customer service skills and genuinely enjoy helping people.
Be an empathetic problem solver and critical thinker.
Comfortable working with computers and the internet, as well as operating several applications simultaneously.
Only qualified applicants who are legally authorized to work in Canada will be considered.
This position may only be performed in the following provinces/territories: AB, BC, MB, NB, NL, NS, ON, PE, and SK.

Nice To Haves

Prior experience in the automotive industry, customer service, and/or case management, as well as a minimum of one (1) year in a customer-facing role, are preferred.
Proficiency in fast-paced multi-tasking
Eagerness to learn new technologies

Responsibilities

Respond to escalated automotive-related product questions and concerns in a timely manner.
Resolve customer inquiries following standardized processes while referencing an internal knowledge base.
Identify customer needs by asking relevant questions, researching the matter at hand, and coordinating with other departments to ensure timely resolutions.
Collaborate with customers, dealerships, and/or field support teams to gather necessary information, as applicable, to support customer escalations.
Communicate, in writing (email, text, or chat), with customers regarding their motivation for contact and provide follow-up communications, as needed, throughout the resolution journey toward completion.
Deliver expert customer experiences…with a smile.

Benefits

medical, dental, and vision insurance
comprehensive employee assistance program
401(k) retirement plan
paid time off and holidays
paid learning days
DailyPay enrollment option to access pay "early," when you want it
Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic ((Neurodiversity), Women in Tech, OneEarth Champions, and more
Health and wellness programs with trained partners to help promote a healthy you
Mentorship programs that support your rewarding career journey
A modern, state-of-the-art office setting with advanced technologies and a great team
Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
A range of other perks and benefits