Client Service Representative

Ampcus Inc. • Atlanta, GA

4h • Onsite

About The Position

The position of Client Service Representative entails being the primary customer support for our Arbitration Hub. Success in this position requires that the CSR is able to work independently with little to no supervision to provide immediate availability, be professional, provide documentation within our systems and be knowledgeable of Manheim’s products and services. The CSR is empowered to make decisions that will eliminate impedance for our customers to buy cars. This empowerment requires the CSR to be confident in both the knowledge of the business as well as Manheim’s product offerings.

Requirements

• Ability to handle a high volume of inbound and outbound calls.
• Tremendous customer service skills.
• Detail oriented, great at problem solving.
• Accurate and thorough in your work and can maintain high quality work independently.
• Speaks clearly and persuasively in both positive and negative situations; listens and gets clarification; responds well to questions.
• Ability to write clearly and effectively and document activities.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives.

Nice To Haves

• Able to work independently with little to no supervision.
• Provide immediate availability.
• Be professional.
• Provide documentation within our systems.
• Be knowledgeable of Manheim’s products and services.
• Confident in both the knowledge of the business as well as Manheim’s product offerings.

Responsibilities

• Partner with all parties informed of the status of open issues.
• Work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.
• Maintain relationships with existing customers includes problem solving by the CSR, by consulting with dealers and educating them about Manheim and ancillary partners.
• Identify, assess and resolve issues and determine who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.
• May work across other departments to train on resolving different client issues.
• Provide responsive, timely telephone, chat and email support.
• Personally act as the single point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).
• Oversee/monitor the resolution to all problems, regardless of delegation to other department.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed