Customer service representative - Greensboro, United States - HonorVet Technologies

HonorVet Technologies Greensboro, United States

3 weeks ago

Description

Key Responsibilities/Accountabilities

Promptly answer and accurately document and respond to customers' requests from incoming phone calls regarding roadside assistance or other inquiries while demonstrating a pleasant and professional phone etiquette. Deliver extraordinary customer service to customers, using sound business judgment. Listen and probe for additional information as necessary.
Accurately document inquiries in case management tools to ensure a fully transparent and seamless customer experience. Keep interested parties informed during the entire breakdown event. Assist customers utilizing provided tools, resources and systems and follow standard documented operating procedures to ensure a consistent customer experience.
Coordinate with customers, dealers, and tow vendors during a breakdown event. Provide ETA and ensure timely follow ups and manage cases to completion. Ensure required information is captured and adhere to set standards to exceed customer expectations. Be able to locate, understand and provide technical specification information as well as warranty information as needed.
Collaborative and build team relationships with peers and colleagues to effectively contribute to the working groups achievement of goals, and to help foster a positive work
environment. Active participation in the development of the team including its working procedures and environment.
Establish and maintain relationships with appropriate individuals and/or groups to ensure success in daily activities supporting our customers and the team overall.
Provide excellent customer service and problem solving in end to end case management if issues arise with services provided, case financials or customer inquiries. This includes proper customer and dealer follow up to promote excellent and ongoing communication in the service event.
Address customer complaints effectively during case coordination and know when escalation to team lead is necessary to ensure timely case progression. Make sound decisions concerning the prioritization of service (e.g., safety concern). Identify situations that require special handling and coordinate with the supervisor and/or manager.
Perform any other tasks as needed and directed by supervisory and/or management staff.

Critical Competencies

Customer Service
Problem Solving
Analytical Thinking
Leadership (lead by example)
Conflict Resolution
Business and Customer Focus- great disposition
Communication- Strong written and verbal communication skills
Strong Data entry and computer skills
Conceptual Thinking
Flexibility- Ability to prioritize and multi-task
Information Seeking
Initiative (self-motivated)
Learning from Experience
Self-Control
Teamwork - Strong interpersonal skills
Excellent Negotiation skills
Strong Documentation tendencies and capabilities

Essential Education/Training and Certificates

Bachelor's degree is preferred
1-2 years of customer service / technical support experience preferred
Solid understanding of Microsoft operating systems
Strong organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment while effectively documenting important facts in our case management system
Innovative problem solving, research, motivational, teambuilding and analytical skills
Automotive associate degree is preferred or automotive/heavy duty diesel repair experience

Other

Ability to sit for extended periods of time while using a computer and other devices.

Five shifts support the 24/7, 365 days a year working hours:
A shift: 11 pm- 8 am

B shift: 5am-2pm

C Shift: 8am-5pm

D Shift: 12pm-9pm

E Shift: 3pm - 12 am
Weekend rotations are expected. Possibility of a hybrid work environment after onsite training.

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