Customer Channels Representative Customer Channels Representative

Volkswagen AG

6d • Remote

About The Position

The Customer Channels Representative is responsible for responding to customer correspondence through both non-call and call channels, including eCommunication and email inquiries received via the consumer internet. This role requires a strong command of written communication, ensuring all responses are grammatically correct, clearly articulated, and aligned with each Brand’s voice and vision.
In addition to written communication, the representative is expected to manage inbound customer calls for a minimum of four (4) hours per day. These calls may involve finance and leasing inquiries, general questions, and opportunities to provide thoughtful solutions that exceed customer expectations.
The representative must demonstrate excellent oral and written communication skills to effectively address customer concerns and deliver a high-quality service experience across all touchpoints.

Requirements

• College diploma (DEC)
• Two years of experience in customer service, preferably in a call center environment
• One year of experience in complaint management and resolution
• General knowledge of credit and the automotive industry
• Strong oral and written communication skills in both French and English. French required to effectively serve a diverse, Canada-wide client base
• Excellent telephone etiquette
• Knowledge of the products / services of the company
• Negotiation skills

Nice To Haves

• University diploma

Responsibilities

• Respond to customer-initiated emails received through the Consumer Internet within 72 hours, ensuring timely and accurate resolution.
• Provide courteous, professional, and prompt responses to a high volume of customer inquiries across written and phone channels.
• Categorize e-mail inquiries, identify, and flag urgent or high priority inquires received across channels
• Identify and analyze customer needs to deliver effective solutions that support satisfaction, business growth, and retention.
• Research and evaluate viable business solutions, balancing customer expectations with organizational policies and procedures.
• Ensure all communications—oral and written—are clear, grammatically correct, and tailored to the target audience.
• Utilize approved e-Communication templates for standard inquiries and craft custom, professional responses when appropriate to personalize the customer experience.
• Provide accurate information regarding policies and procedures in both written and verbal formats.
• Maintain comprehensive follow-up to ensure customer satisfaction, including setting and managing expectations.
• Demonstrate thorough knowledge of departmental processes as documented in knowledgebase (EWOK) and apply this knowledge to resolve customer concerns.
• Support inbound customer calls for a minimum of four (4) hours per day, addressing finance, leasing, and general inquiries while adhering to established procedures.
• Complete administrative tasks and follow-up actions related to customer calls and requests to ensure resolution and client satisfaction.

Benefits

• Health Insurance Coverage: We provide comprehensive insurance coverage, including health, dental, and vision plans, to ensure our employees and their families are well-protected and have access to quality healthcare services.We offer a flex health benefit program, including health, dental, and vision plans, to ensure our employees and their families are well-protected and have access to quality healthcare services that fits their needs.
• Retirement Plans & Savings: Planning for the future is important, which is why we offer competitive defined contribution retirement plan at no cost to the employee to help our employees save for their long-term financial goals. In addition, we have a generous savings matching program.
• Compensation: We believe in recognizing individual contributions and sharing company performance. Our Bonus & Merit Program reinforces a reward and a pay-for-performance culture.”
• Vehicle Leasing Program: Our Vehicle Leasing Program offers employees the convenience and cost savings of leasing company vehicles at discounted rates. Employees and eligible family members can lease up to four vehicles per year.
• Work Environment: Our workplace sets the standard with its state-of-the-art facility, designed to inspire creativity and productivity. We believe in fostering an environment where our employees feel empowered to do their best work, and our flexible hybrid policy reflects our commitment to accommodating diverse work styles and needs.
• Floaters Days: We understand the importance of work-life balance, which is why we offer floaters days that can be used at your discretion for personal reasons or to recharge. We've included these days to be inclusive of holidays or celebrations that are that are important to employees. This allows you to commemorate whatever might be important to you.
• Company Designated Holidays: In addition to offering floaters days, we also recognize the importance of celebrating the holiday season with our team. That's why we designate specific company holidays during the December holiday period, ensuring our employees can enjoy this festive time. Schedules may vary depending on the specific needs of certain parts of our business.
• Wellness Programs: We care about the holistic well-being of our employees, which is why we offer various wellness programs designed to promote physical, mental, and emotional health. These may include discounted gym memberships, mental health resources, and more.
• Tuition Reimbursement: We offer this program as part of our commitment to employee development. This benefit supports continued education by covering approved course expenses, fostering both professional growth and long-term career advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees