Customer Care Specialist II; Manheim

PRIMARY DUTIES/KEY RESPONSIBILITIES

• Receive and respond to customer requests through various channels (e.g. phone, email, chat, and ticketing systems).
• Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer’s configuration, company software, or other vendor integration points.
• Provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction.
• Apply appropriate security tools or processes to assess customer records or other electronic information.
• Document customer inquiries, status, and resolution.
• Work across teams when needed and follow up with customers to resolve issues satisfactorily.
• Provide effortless Customer
  
  Experience:
  
  Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern.
• Perform related duties as assigned by the supervisor.

• 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
• Schedule – must have flexibility to work evenings, weekends, holidays as required.
• Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
• Understand foundational levels of computers and technology; internet, email.
• Excellent oral and written communications skills, particularly in a phone or email context.
• Experience working in a contact center metrics driven environment.
• Strong communication skills and basic computer knowledge.
• Ability to operate under tight pressure.
• Experience working in the automotive industry preferred.
• Bilingual English-Spanish is preferred