Call Center Agent - Dealer Parts Support

CNH Industrial • Oak Brook, IL

273d • $49,125 - $65,500 • Remote

About The Position

The Call Center Agent - Dealer Parts Support will create, manage and oversee all related activities of the part order fulfillment process. The Agent will provide exceptional dealer support via sourcing and coordinating shipments with parts depots with an eye towards meeting dealer needs. The role is the force behind our customer service satisfaction and is the voice of our customers. The successful candidate will be calm and cool-headed, yet energetic; focused on maintaining strong partnerships with our dealer network and internal partners. This position can be performed 100% remote and located anywhere in the continental United States.

Requirements

• High School Diploma/GED
• 2+ years of customer service related work experience within an office setting
• Must be able to work flexible schedules with rotating shifts between 7AM and 6PM Central Time - occasional weekends required
• Typing 35 words per minute

Nice To Haves

• Previous customer service and/or call center experience
• An understanding of general customer service policies and procedures with the ability to quickly learn internal CNH Industrial systems
• Operates well in a team environment as well as a strong individual contributor
• Strong organizational skills, highly detailed and accurate
• Ability to adapt to process changes that are driven by our changing business needs
• Resourceful, with the ability to prioritize customer needs and follow through on commitments in a fast-paced work environment with a quick turn-around times.
• Experience working with Microsoft Office suite
• Typing 50 words per minute

Responsibilities

• Own the customer experience by promptly answering dealer inquiries using call quality expectations.
• Ensure a high level of dealer satisfaction by assuming ownership of all inquiries and provide accurate and timely updates until resolution.
• Think and act in ways that put our customers first, while maintaining the business requirements.
• Build and maintain strong partnerships with multiple external and internal stakeholders (including dealers, suppliers, field personnel, purchasing, logistics, and engineers) to rapidly resolve part availability needs and shipments to support company image, competitive advantage, customer and dealer satisfaction, equipment uptime, productivity, as well as grow dealer service capability.
• Provide detailed documentation of all correspondences to capture accurate tracking of our dealer inquiries and steps taken to resolve.
• Provide support services to dealers including; troubleshooting, problem resolution, and supply of product or material to resolve urgent issues and reduce Total Vehicle Downtime (TVD).
• Strive for best in class service by meeting or exceeding departmental KPIs.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• 401k plan
• Paid parental leave
• Flexible work policies
• Opportunities for self-development
• Paid leave for specific activities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED