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Customer Service Representative - Kansas City, United States - KAR Global
Description
**Customer Service Representative (Remote Eligible)**
**Remote Eligible Position**
**Shift Hours:**
+ 10:00 am - 7:00 pm EST
+ 11:00 am 8:00 pm ESTThe **Customer Service Representative** will be responsible for providing superior technical support and troubleshooting for BacklotCars customers. This position will use a range of technical expertise; customer service skills, tools, and resources available to deliver effective solutions to technical issues.
**Responsibilities & Duties:**
+ Identify, research, and resolve technical and end-user application failures and deficiencies.
+ Ensure proper follow-through on all directives, bulletins and schedules from management.
+ Maintain a good flow of communication with the department employees and within the Corporation
+ Provide outstanding customer service and responsiveness that inspires customer confidence and loyalty.
+ Work to proactively identify areas where product improvements can be made to provide enhanced ease-of-use and functionality.
+ Educate and coach customers on best practices for using BacklotCars products and services
+ Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments.
+ Understand and react to the competitive landscape regarding all company policies, procedures, and systems with a customer impact
+ Thoroughly document all research and customer interactions in SalesForce (CRM) to ensure product and service reliability.
+ Maintain proactive communications with customers for incidents or requests.
+ Assure customer acceptance of and quality of resolution. Identify and escalate issues that require advanced product knowledge or technical expertise.
+ Serve as a Subject Matter Expert for the design and development of training materials.
+ Provide guidance and training to fellow team members.
+ Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts.
+ Continuously engage in self-directed learning opportunities to increase functional product knowledge
+ Document known errors, workarounds, procedures, and product-specific information.
+ Report status, issues, and timelines to staff and management.
+ Act as a liaison between technical and non-technical users.
+ Interact with technical resources in problem resolution.**Educational Requirements & Qualifications:**
+ Bachelors Degree preferred with one (1) to two (2) years experience in a customer-focused position required.
+ High School Diploma or GED required.
+ Bilingual in English and Spanish is a plus.
+ Experience troubleshooting hardware, software, and network related issues.
+ Must be able to communicate clearly and concisely, both orally and in writing.
+ Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity.
+ Strong analytical, technical and problem-solving skills.
+ Must be organized, detail-oriented, and able to multi-task.#KARJOBS
Customer Service Representative (Remote Eligible)
