Customer Service Representative at CarsArrive Network Inc in Mesa, Arizona

Job Description:

The Customer Service Representative acts as a support partner by assisting customers by answering questions, providing information, and troubleshooting problems via phone or email.

The Customer Service Representative is responsible for providing information and assistance to all POV customers.  Must know, practice, and ensure that company policies, procedures, and applicable state and federal laws are followed always.

The Customer Service Representative collaborates with all departments and has no direct reports.

Key Responsibilities: 

• Working internally with various departments to problem solve


• Multi-task between phones, reports and web-based information


• Enter data from OFS (orders for service) for the corporate moves assigned


• Complete touchpoints in a timely manner as assigned by the manager and the system


• Update customers on the status of their vehicle move


• Return calls to customers to provide information on inquiries


• Monitor escalated or priority moves


• Work cases when necessary; problem solves with other departments and corrects information in the system.


• Identify customer needs, issues, and perceptions.


• Gather information from various sources to build a “resolution” for customers.


• Create accurate and concise case notes regarding customer interactions.


• Answer inbound calls.


• Other projects and tasks as assigned.

Education and Qualification Requirements:  

• High School Diploma or GED required with some college preferred. 


• Three years of customer service or call center experience required with automotive experience preferred.


• Ability to work independently, efficiently and meet all internal and external time commitments.


• Excellent interpersonal skills with proven ability to influence, defuse, reconcile and remedy customer issues (conflict resolution) to create a win-win solution.


• Salesforce experience preferred.


• Strong written and verbal communication skills


• Basic Microsoft applications


• Conflict resolution and customer service skills required. 


• Must exhibit strong team player attributes with the ability to multi-task and prioritize. 

General:

• This job operates in a professional office environment.  The role routinely uses standard office equipment such as computers, phones, AV equipment, photo/fax/scanner machines, filing cabinets, etc.


• ADESA is an equal opportunity employer and a drug free workplace.


• ADESA requires a background check (may include credit check depending on nature of the position and location) and a drug test prior to employment.


• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of a position.