Contact Center Representative: 20$ - 20.50$/HR Inbound

TEKsystems•Chino, CA

22h•Onsite

About The Position

This role involves managing a large volume of inbound calls, providing excellent customer service, and assisting customers with scheduling appointments for Airbag recalls. The representative will also handle questions regarding recalls, warranties, and troubleshooting malfunctioning radio codes. A key part of the role is capturing customer concerns, documenting calls accurately to create cases, and providing information to customers, closing cases, or dispatching them to the appropriate department. The position requires working collaboratively with a team for feedback and growth opportunities. Additionally, the role involves handling high-volume inbound settlement calls, providing detailed claim information, and utilizing call center software and tools effectively. The representative will work with multiple screens, software, and processes to assist customers. The schedule requires availability Monday-Friday from 6 am to 5 pm, with various agent schedules within this timeframe.

Requirements

Must be able to work with a team and on their own
Must be able 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 preferred but equivalent work experience is sufficient
Automotive or dealer experience is a HUGE PLUS, but it is preferred not required.

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.