CUSTOMER CARE SPECIALIST II

DESCRIPTION
This is a remote, work from home opportunity .

The hours of operation are 8:00 AM – 8:00 PM EST and Saturdays 9:00 AM – 6:00 PM EST. Hours will be determined based on business need.

Responsibilities:

Problem Resolution: As a Customer Care agent, you will need to be a great listener as you work to troubleshoot and understand issues. You will work to resolve issues upon initial contact (i.e., “first call resolution”), and prevent future issues whenever possible by educating our Clients and reviewing their accounts. You will oversee all problems to resolution, even when delegated to other teams.

Effective Communication: You will provide engaging, responsive, timely telephone and email support to Dealer Clients, Sales and other internal team members. You will be the point of contact for the Dealer and/or Sales team member as you keep them informed of the status of open issues while actively working to troubleshoot and resolve them. You will play a role in retention as you communicate collaboratively with Sales to address any Dealer issues.

AutoTrader.com Knowledge : Customer Care agents must maintain a strong understanding of the products and services of both Autotrader and Kelley Blue Book. Adhere to all policies, procedures, and guidelines. Understand the organization (departments, personnel and their responsibilities). Develop or improve on internal systems knowledge.

Providing Ultimate Service: As a Customer Care agent you will need to be flexible as you adjust to changing duties and responsibilities as the department and the company evolve. Additional projects, assignments or responsibilities may be assigned to in order to assist the department/company meet their objectives and providing the Ultimate Service to our Clients.

Minimum Qualifications:

High School Diploma/GED and 3 years’ experience in a related field.

OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;

OR 5 years’ experience in a related field

Demonstrated excellence for high quality customer service.

Strong computer skills, especially proficient in Microsoft Office, Outlook, and other Internet-based tools.

Strong understanding of business operations (spreadsheets, trends, data)

Demonstrated ability to adapt in a changing environment.

Ability to work flexible hours including until 8 PM EST, overtime, including nights, weekends, and holidays.

Proven record of multi-tasking and prioritizing competing demands

Experience working in a contact center metrics-driven environment.

Strong communication skills and basic computer knowledge

Ability to operate under tight pressure.

Compensation and Other Benefits:

Hourly pay rate is $17.21/hr. – $25.87/hour. The hourly rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s experience. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Employees receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.