Automotive Customer Service Representative

TTEC•Melbourne, FL

12d•Onsite

About The Position

The Automotive Customer Service Representative provides online customers with a professional sales experience that positively influences the customer's purchasing decision. The primary customer contact channels are phone, email, and chat. In this role, you will assist with completing pre- and post-purchase support, purchase transactions, documenting customer interactions, locating requested information, and providing navigational assistance. The ideal candidate will have a high level of problem-solving skills, focusing on meeting customer needs through assumptive sales strategies and providing incentives to customers to increase purchases.

Requirements

High school diploma (required)
Sales Experience (required)
Solid typing skills (30 WPM with 80%25) and experience using CRM software
Must be fluent in English (written and verbal)
Exceptional communication skills
Ability to document reference materials
Strong computer and Internet skills
Strong Customer Service skills
Ability to navigate for customers who are having difficulty locating parts
Ability to advise and educate customers in a way they can understand
Possess patience when locating parts or catalog items for non-technical customers
Ability to learn quickly and eagerness to learn new problem-solving techniques
Highly organized, detail-oriented, and able to thrive in a fast-paced, changing environment
Ability to work with minimum supervision, multi-task, problem-solve, and prioritize
Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve goals
Successful completion of our written skills assessment is required

Nice To Haves

some college or vocational training preferred
An automotive background is preferred
Parts/Service Advisor experience is preferred

Responsibilities

Receive inbound phone calls, emails, and chats through our Automotive E-commerce Portal
Effectively utilize multiple systems in providing prompt, courteous, and accurate information
Resolve complex interactions using the appropriate escalation process
Use appropriate resources to find solutions for basic to intermediate-level issues; consulting with the SME or Team Lead, as necessary, to resolve concerns
Follow up with the customer when needed, utilizing phone and/or email
Participate in daily information exchanges to remain knowledgeable of processes and procedures
Support and advocate for consumer sales and product inquiries
Assist in the formulation of problem-solving techniques for newly discovered issues
Maintain exceptional product knowledge as it relates to program support
Handle additional projects and assignments as directed
Perform additional duties as assigned