Job Description
We are seeking a motivated and empathetic Contact Center Representative to join our dynamic team. In this role, you will be the first point of contact for our guests, handling a variety of service, product, and sales-related inquiries. This position is ideal for individuals with strong problem-solving skills, a passion for customer service, and the ability to thrive in a fast-paced, constantly evolving environment. If you’re looking for a job where you’ll be empowered to make decisions on the spot and are committed to helping customers with a positive and solutions-driven attitude, we want to hear from you!
Key Responsibilities:
- Engage with customers daily through phone calls, addressing a wide range of inquiries related to products, services, and sales.
- Provide exceptional customer service by actively listening to customer needs, asking probing questions, and using available resources to find the best solutions.
- No scripts – interact naturally with customers while following established SOPs, ensuring each call is personalized and focused on delivering the best outcome for the customer.
- Handle high call volume (typically 20–35 calls per day, with some variance), managing your time effectively while providing quality service on every interaction.
- Troubleshoot customer issues related to products, services, dealerships, keys, apps, and more. You'll use advanced systems and resources like Salesforce and Telematics to find solutions.
- Work within a team-oriented environment, collaborating with colleagues to ensure customer issues are resolved quickly and effectively.
- Be transparent and candid with customers, ensuring they understand how we can assist them and the scope of our services.
- Manage call flow while multitasking across different systems and platforms to document, track, and resolve customer issues efficiently.
- Adapt to new KPIs and performance metrics, with ongoing coaching and feedback to improve both individual and department performance.
Qualifications:
- High school diploma required; a degree is a plus but not mandatory.
- Proven ability to think critically, problem-solve, and take initiative.
- Experience in customer service, retail, or other roles where communication and empathy are key (experience with Nordstrom, CFA, or similar companies is a plus).
- Strong time management skills with the ability to manage multiple tasks in a fast-paced environment.
- Positive language and attitude, with an emphasis on creative problem-solving and solutions-driven service.
- Ability to work independently, adapt quickly to change, and learn new systems and processes.
- Willingness to engage in a candid, transparent work environment where performance and expectations are clearly communicated.
Training:
- A comprehensive 6-week training program, followed by additional hands-on learning sessions to develop proficiency in troubleshooting, resources, and systems.
- On-the-job coaching with a focus on real-time problem-solving and step-by-step learning, ensuring you have the skills needed to succeed.
- Continued access to knowledge articles through Salesforce to help you find the right solutions for customers.
Performance Metrics:
- Your performance will be measured by key metrics such as Average Handle Time (AHT), quality of service, and other departmental KPIs.
- You’ll have transparent access to your own performance data and comparisons with peers, helping you continuously improve and grow.
Career Progression:
- Opportunities for advancement into case management, with the potential to take on more complex and in-depth tasks, such as managing customer issues related to dealerships, contracts, and telematics systems.
- Possibility to move into specialized areas based on performance, with additional training for more in-depth product knowledge and customer engagement.
Call Volumes and Flexibility:
- Average call volume is 20-35 calls per day (with potential for up to 50 during peak times).
- Initially starting with Toyota, you may have the opportunity to progress into Lexus-related calls with less intensive training required.
What We’re Looking For:
- Candidates who are motivated, positive, and genuinely care about providing excellent customer service.
- Problem-solvers who can think critically and adapt to new challenges.
- Strong communicators who are comfortable with high call volumes and can maintain a calm, empathetic tone in every interaction.
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