Contact Center Representative

TEKsystems•Chino, CA

1d•Onsite

About The Position

This role involves managing a high volume of inbound calls in a timely manner while providing excellent customer service. Representatives will assist customers with scheduling appointments for Airbag recalls and provide dealership information. They will handle 30-40 inbound calls per shift, supporting inquiries on recalls, warranties, and troubleshooting malfunctioning radio codes. The position requires capturing customer concerns, properly documenting calls to create cases, and providing accurate information. Representatives will close cases or dispatch them to the appropriate department for additional assistance. Team collaboration for feedback and growth opportunities is encouraged. The role also involves handling high-volume inbound settlement calls, ensuring customer satisfaction and timely issue resolution, and providing detailed claim information with high accuracy and professionalism. Technical proficiency in using call center software and tools to manage customer interactions and data is essential. The representative is expected to consistently meet or exceed performance targets, including call handling time, customer satisfaction scores, and claim resolution rates. Multiple screens, software, and processes will be used to assist customers. Availability is required Monday-Friday from 6 am - 5 pm, with various agents scheduled within this timeframe.

Requirements

Call center experience
Customer service experience
Computer navigation skills
Ability to work with a team and on their own
Ability to type 35WPM minimum
Computer skills - able to navigate multiple screens, tabs, software, etc.
Previous customer service experience
Good decision making skills - must be able to work independently with little supervision.

Nice To Haves

College Degree
Automotive or dealer experience

Responsibilities

Manage a large amount of Inbound calls, in a timely matter, while delivering great customer service.
Assist scheduling customers with appointments for Airbag recalls and provide dealership information.
Handle 30-40 Inbound calls per shift and support with questions on recalls, warranties, troubleshooting malfunctioning radio codes.
Capture concerns of the customer and properly document calls to create a case.
Provide accurate information to customers, close cases and/or dispatch to the proper department for additional assistance.
Work fluidly with team for clear feedback and growth opportunities.
Handled high-volume inbound settlement calls, ensuring customer satisfaction and timely resolution of issues.
Provided detailed claim information and support to customers, maintaining a high level of accuracy and professionalism.
Demonstrated technical proficiency in using call center software and tools to manage customer interactions and data.
Consistently met or exceeded performance targets, including call handling time, customer satisfaction scores, and claim resolution rates.
Will use multiple screens, soft wares, and processes to assist customer.