IVT Research Escalation Specialist

TTEC•Melbourne, FL

12d•Onsite

About The Position

The CRC IVT Escalation Specialist is the single point of contact for Escalated Cases and Customers to address all concerns until resolution. Types of cases that are escalated might include but is not limited to cases involving Sync 3, Navigation, Sync 4 and Over the Air. The Specialist will be empowered to make decisions using customer satisfaction tools to resolve customer concerns. The CRC IVT Escalation Specialist is the lead contact and "owns the call" to resolve assigned escalated cases.

Requirements

High school diploma required.
1-2 years customer service experience
1 year of previous CRC experience
Problem Resolution in customer contact center environment
Experience handling escalated customer issues an asset
Knowledge of Customer Contact Process and Guidelines and Escalated Handling Process
Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction
Exercise good judgment in problem resolution
Demonstrates leadership qualities
Excellent verbal/written communication in previous employment
Ability to work well within a close team environment, self sufficient, resourceful, and works well with minimal supervision
Ability to communicate clearly and correctly
Strong organizational, time management and problem-solving skills
Multi-tasking skills
Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact and diplomacy
Ability to answer and complete phone calls in a timely manner
Ability to use a desktop computer
Typing skills – accurately type minimum 30 words per minute
Must be able to interact with all internal and external departments and contacts. Must represent Percepta & Ford professionally with all clients and external organizations and contacts.

Nice To Haves

College degree preferred.

Responsibilities

Manage cases from an assigned queue(s) and as inbound calls as needed.
Manage financial assistance requests within agent delegation of authority. Obtain documented Leadership approval if need to exceed.
Use applicable customer satisfaction tool(s) to resolve and At-Risk vehicle cases (Tools: Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans).
Escalate, monitor, and help resolve Part Delay issues.
Case review and research customer’s inquiries to resolve issues that are non-routine in nature and gather information in order to determine the most appropriate response to the customer.
Resolve customer issues to drive satisfaction using all available resources including Zone Managers, Dealers, Subject Matter Experts, Field Service Engineers, IVT/CVS Contacts and Team Leaders (internal resources).
Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient and professional manner.
Provides final resolution to customers who have requested to speak with a supervisor.
Helps identify process improvements and best practices for the Tier 1/IVT team.
Meet and exceed all performance scores for key metrics stated in the SOW that pertain to the escalation team.
Provide phone support at any time based off service level needs.
Ability to provide answers with speed and confidence in real-time to support agents in chat rooms.
Assist with new launch programs as needed.
Other duties as assigned.