Experienced Customer Service Representative for Complex Case Management and Escalations – Automotive Industry Expertise Required for Remote Call Center Operations

Introduction to blithequark

At blithequark, we pride ourselves on delivering exceptional customer experiences through our dedicated team of customer service representatives. As a leader in the automotive industry, we understand the importance of resolving complex customer issues efficiently and effectively. Our remote call center operations are designed to provide a seamless and personalized experience for our customers, and we are seeking an experienced customer service representative to join our team.

Job Overview

The role of the Case Manager – Escalations at blithequark is to handle complex and escalated customer issues, providing timely and effective resolutions that meet the unique needs of each customer. As a key member of our customer service team, you will interface with car dealers, customers, and internal business partners to facilitate the diagnosis and repair of vehicle concerns, conduct research, and provide education and guidance on sales and finance inquiries.

Key Responsibilities

• Handle cases involving complex and escalated customer issues, resolving them in a timely and professional manner
• Interface with car dealers, customers, and internal business partners to facilitate the diagnosis and repair of vehicle concerns
• Conduct research by reviewing vehicle product guides and interfacing with technical teams and product specialists
• Resolve sales experience complaints, such as poor showroom or F/I interactions, lease-end issues, and delivery condition of sold vehicles
• Resolve service experience complaints, including warranty eligibility disputes, issues involving normal vehicle operation, and cost of repairs
• Analyze the merits of lemon law claims, support business partners arbitrating such claims, and negotiate settlement terms
• Provide expedited handling of customer inquiries received by executives and handle communications with executive contacts

Essential Qualifications

• High school diploma or equivalent required
• Minimum 6 months to 1 year of demonstrated customer service-oriented experience
• High level of integrity, with the ability to understand and abide by blithequark's business practices
• Willingness to learn and execute blithequark's policies and processes
• Ability to effectively navigate through desktop tools, applications, and websites
• Basic knowledge of MS Office and proficiency in keyboarding (35+wpm)
• Excellent problem-solving skills, with the ability to identify issues through root cause analysis
• Strong time management and organizational skills, with the ability to work in a fast-paced environment

Preferred Qualifications

• Knowledge of the product/service life cycle in the automotive industry
• Experience in case management, with the ability to craft unique action plans based on each customer's specific needs and schedule
• Ability to express empathy and exhibit a desire to help others, with excellent oral and written communication skills in English
• Ability to work with a sense of urgency, with the ability to spot and report areas for continuous process improvement

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a customer service representative, you will have access to on-the-job training, as well as opportunities for career advancement and professional development. Our comprehensive training program will provide you with the skills and knowledge necessary to succeed in your role, and our supportive team environment will encourage you to grow and develop as a professional.

Work Environment and Company Culture

Our remote call center operations are designed to provide a flexible and supportive work environment, with the opportunity to work from the comfort of your own home. At blithequark, we value our employees and strive to create a positive and inclusive company culture. We believe in recognizing and rewarding our employees for their hard work and contributions, and we offer a range of benefits and perks to support their well-being and career growth.

Compensation, Perks, and Benefits

• Competitive hourly rate of $16.00 per hour
• 401(k) plan, with company match
• Dental, health, and vision insurance
• On-the-job training and career development opportunities
• Paid time off and referral program

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. As a customer service representative, you will play a critical role in resolving complex customer issues and providing timely and effective resolutions. With our comprehensive training program, supportive team environment, and range of benefits and perks, you will have the opportunity to grow and develop as a professional, while making a real difference in the lives of our customers. Apply today to join our team and start your career at blithequark!