Customer Relations Specialist

CRUISE AMERICA INC•Mesa, AZ

10d•Onsite

About The Position

The Customer Relations/Fleet Assistant will be responsible for receiving, assessing and professionally and appropriately responding to customer relations claims. This person is responsible for reviewing customer concerns and recommending compensation when appropriate. This position is also responsible for accurate tracking of compensation and claims relating to customer relations. The objective of this position is to connect with customers one on one with the goal of retaining them as a customer while making sound decisions for the business. The position is also responsible for reading, researching and responding to online reviews.

Requirements

High School or equivalent diploma required
Ability to type with speed and accuracy is required.
To perform the job successfully, an individual should demonstrate the following competencies: Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; shares expertise with others. Job Knowledge - Competent in required job skills and knowledge; keeps abreast of current developments; requires minimal supervision. Communications Exhibits excellent oral and written communication skills, able to communicate with supervisor, dealers, vendors, co-workers and customers when applicable. Attention to Detail Recognizes that even small inaccuracies add up quickly. Demonstrates willingness to take time necessary to follow instructions precisely. Teamwork - Gives and welcomes feedback; able to work well with others; supports everyone's efforts to succeed. Quality Management - Demonstrates accuracy and thoroughness. Ethics - Works with integrity and principles; upholds organizational values. Adaptability - Able to deal with frequent change, delays, or unexpected events. Dependability - Commits to long hours of work when necessary to reach goals. This may include nights and weekends. Professional appearance - displays good personal grooming and adherence to company protocol

Nice To Haves

Bachelor's degree from four-year College or university is desired
Prior related work experience desired.
Proficiency in Microsoft Office products (Access, Excel, Word) is desired.

Responsibilities

Determine and request compensation when applicable.
Quickly create a direct one to one interaction creating a connection with the customer.
Read, research and appropriately respond to online reviews.
Maintain Gift Certificate Tracking Log.
Process Small Claims Court Filings including customer contact, correspondence, and resolution.
Accurately maintain the Customer Relations Log System.
Process claims, determine compensation and draft response letters to Attorney General.
Process claims, determine compensation and draft response letters to the BBB.
Assist Dealers and Hub Managers with compensation upon customer return.
Review TA Logs related to customer concerns.
Contact customers and process refunds as offered through charge back to obtain signed release from the customer.
Track communications relating to Customer Relations Submissions.
Assist International Customer Relations with any questions or concerns.
Maintain a neat and organized work area.
Perform other tasks as assigned.