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SENIOR CUSTOMER SERVICE ASSOCIATE ,MMS

Req #: CNX00046917
Location: Southfield, MI US
Job Category: Marketing Operations

SR. CUSTOMER SERVICE REPRESENTATIVE –

MMS Reporting to a Team Leader, the Senior Customer Service Representative "Sr. CSR" responds to inbound calls and email requests from dealerships, regions, clients and other external contacts regarding product delivery. Working with the Customer Service Representative, this position is responsible for successfully resolving case escalations, client requests, and report deliver, managing multiple deliverables at one time. Proactively, the Sr. CSR works closely with other internal departments to ensure program success. This role requires schedule flexibility.

SPECIFIC RESPONSIBILITIES

  • Responds to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service. Places outbound follow up calls, as required.
  • Maintains professional relationships with customers ranging from dealership, OEM personnel and retail customers.
  • Accesses and update secured or sensitive data in internal and external databases.
  • Processes, approves or denies claims in accordance with OEM program guidelines.
  • Tracks the status of claim documentation received and processed.
  • Performs follow-up on existing claims and closes claim as appropriate.
  • Understands and applies policies and procedures associated within the department.
  • Reads and researches relevant materials and resources to stay current with program knowledge.
  • Escalates concerns as required, offering resolution recommendations.
  • Seeks out opportunities to leverage best practices to meet requirements.
  • Liaises with the Information Technology team on file maintenance issues.
  • Researches client inquiries, as required.
  • Creates work instructions/process flows to enhance efficiencies.
  • Acts as subject matter expert regarding procedures for Personally Identifiable Information (PII) within the program.
  • Provides program information/data for weekly and monthly reporting.
  • Provides assistance and support to department personnel, as required.
  • Performs general administrative duties of the department.

ESSENTIAL QUALIFICATIONS

Education/Knowledge:

  • Associates Degree or equivalent from a two-year college or technical school, or equivalent experience and/or training.
  • Proficient with computer and windows-based applications including web navigation.

Experience / Skill:

  • Minimum 3 years of experience in customer relations.
  • Experience working with Automotive/Dealerships is an asset.
  • Possesses strong customer service and communication (written and verbal) skills.
  • Ability to work effectively in a fast-paced environment.
  • Flexibility to work varied shifts.
  • Solid Microsoft Office skills, including Word, Excel and Outlook.
  • Ability to work both independently as well as part of a team.
  • Strong analytical and problem solving skills, ability to trouble shoot data.
  • Must be flexible, detail oriented, organized, able to multi-task, analyze data, resolve dealer concerns.
  • Must be a self-starter, able to prioritize tasks to meet deadlines and production schedules.

SR. CUSTOMER SERVICE REPRESENTATIVE –

MMS Reporting to a Team Leader, the Senior Customer Service Representative "Sr. CSR" responds to inbound calls and email requests from dealerships, regions, clients and other external contacts regarding product delivery. Working with the Customer Service Representative, this position is responsible for successfully resolving case escalations, client requests, and report deliver, managing multiple deliverables at one time. Proactively, the Sr. CSR works closely with other internal departments to ensure program success. This role requires schedule flexibility.

SPECIFIC RESPONSIBILITIES

  • Responds to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service. Places outbound follow up calls, as required.
  • Maintains professional relationships with customers ranging from dealership, OEM personnel and retail customers.
  • Accesses and update secured or sensitive data in internal and external databases.
  • Processes, approves or denies claims in accordance with OEM program guidelines.
  • Tracks the status of claim documentation received and processed.
  • Performs follow-up on existing claims and closes claim as appropriate.
  • Understands and applies policies and procedures associated within the department.
  • Reads and researches relevant materials and resources to stay current with program knowledge.
  • Escalates concerns as required, offering resolution recommendations.
  • Seeks out opportunities to leverage best practices to meet requirements.
  • Liaises with the Information Technology team on file maintenance issues.
  • Researches client inquiries, as required.
  • Creates work instructions/process flows to enhance efficiencies.
  • Acts as subject matter expert regarding procedures for Personally Identifiable Information (PII) within the program.
  • Provides program information/data for weekly and monthly reporting.
  • Provides assistance and support to department personnel, as required.
  • Performs general administrative duties of the department.

ESSENTIAL QUALIFICATIONS

Education/Knowledge:

  • Associates Degree or equivalent from a two-year college or technical school, or equivalent experience and/or training.
  • Proficient with computer and windows-based applications including web navigation.

Experience / Skill:

  • Minimum 3 years of experience in customer relations.
  • Experience working with Automotive/Dealerships is an asset.
  • Possesses strong customer service and communication (written and verbal) skills.
  • Ability to work effectively in a fast-paced environment.
  • Flexibility to work varied shifts.
  • Solid Microsoft Office skills, including Word, Excel and Outlook.
  • Ability to work both independently as well as part of a team.
  • Strong analytical and problem solving skills, ability to trouble shoot data.
  • Must be flexible, detail oriented, organized, able to multi-task, analyze data, resolve dealer concerns.
  • Must be a self-starter, able to prioritize tasks to meet deadlines and production schedules.
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