Customer Service Specialist in CommBank’s Funding & Settlements team managing business loan processes. Collaborating with stakeholders and providing exceptional customer service to internal and external clients.
About the role
- Technical Customer Care Specialist providing remote technical support for Cox Automotive products. Engaging with clients through multiple communication channels to resolve product issues.
Responsibilities
- Provides technical customer support to ensure that all customers are satisfied with the products and services
- Engages with customers to ensure understanding of product / service capabilities and operations
- Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties
- Liaises with product, service delivery and other teams to help address unanticipated issues and situations
- Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues
- Will be responsible for routine customer questions relating to product usage within VinSolutions support
- Provide support for technical issues relating to the Cox Automotive suite of products
- Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards
- Accurately log all customer information in the CRM tool
- Facilitate communication to other departments as needed to resolve client concerns
- Communicate with key stakeholders to identify and resolve inquiries. Provide proper follow-up to ensure customer is kept apprised of the issue status
Requirements
- High School Diploma/GED
- Generally, less than 2 years of experience
- Ability to troubleshoot and document issues related to system performance and functionality
- Excellent communication skills (Verbal and Written)
- Strong problem-solving/troubleshooting skills
- Strong interpersonal skills and attention to detail
- Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours
- Ability to work independently as a team to deliver on individual and business goals
- Displays strong dependability and reliability
- Ability to handle multiple, competing priorities and deliver results in a fast-paced environment
- CRM case logging/Salesforce experience
- Experience with interaction distribution systems such as Genesys Pure Cloud
- Automotive industry knowledge.
Benefits
- Employees are eligible to receive a minimum of sixteen hours of paid time off every month
- Seven paid holidays throughout the calendar year
- Additional paid time off in the form of bereavement leave
- Time off to vote
- Jury duty leave
- Volunteer time off
- Military leave
- Parental leave
- Health care insurance (medical, dental, vision)
- Retirement planning (401(k))
- Flexible vacation/wellness days
- PTO
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