Customer Service Representative- Automotive

Irvine, CA 92614

Employment Type: Contract Category: Customer Service Job Number: [SA] Customer Service Representative- Automotive Pay Rate: 20.00

We are seeking 6 Customer Service Representatives for a large automotive organization in Orange County to help ensure that each customer experience is enjoyable and brings them back time after time. The Customer Service Representative position is a long term temporary opportunity available ASAP!

How you will make a difference:

  • Respond to and resolve customer contacts including timely, customer-focused resolutions with field representatives, consumer groups and/or state agencies.
  • Conduct preliminary diagnoses of concerns, consult with dealers, make determinations on warranty, potential lemon law and legal issues, and negotiate/troubleshoot detailed resolution.
  • Determine financial participation by the company on issues beyond the scope of warranty, based on in-depth knowledge and consideration of the repair, customer value, dealer operations and terms of warranty.
  • The Representative must employ advanced communication skills during the negotiation and decision-making process.
  • Handle sufficient volumes of inbound customer contacts to achieve daily contact metrics. Adjust work flow, duties and priorities to meet demand. Multi-task and manage time effectively
  • Respond to emails and letters within two business days with a high quality of communications
  • Handle customer issues and follow-up as needed. Investigate issues, gathering all necessary information and documentation. Document customer contacts to support TREAD and database maintenance.
  • Determine "goodwill" involvement based on issue analysis and customer value. Recommend assistance participation and negotiate with field and dealer personnel, technical services and warranty on behalf of the customer. Determine company position on claims and negotiate with the customer to aid retention and ensure the best use of funds. Determine if the issue needs to be raised to the dealer, regional or corporate levels to prevent future occurrence of similar issues.
  • Process weekly check requests for customer goodwill payments. Support additional departments with customer inquiry tracking and reporting.

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You must have:

  • 1-3 years of experience in a customer service, call center role
  • Previous automotive experience is desired
  • Proficiency in MS Office applications- Word and Excel
  • Must be flexible to work any shift during the department hours: 8am- 5pm, 8:30am-5:30pm and 9:15am-6:15pm Monday-Friday and 7am-3:30pm Saturdays

 If you are already working your dream job, who do you know that isn’t and would be interested in this career opportunity?

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