What are the responsibilities and job description for the Automotive Call Center Technician position at ATR International?
We are seeking a Product Support Rep II for a very important client.
Provide support Client Customers and Franchisee via inbound and outbound phone calls, e-mail, and other written correspondence. This support includes, but is not limited to, technical troubleshooting, general product use/operation, up-selling/cross-selling, new product registration, and sending replacement parts as needed.
KEY ACCOUNTABILITY
§ Ability to handle a high volume of inquiries in a quality manner
§ Respond to customers politely and attentively and to maintain a professional, helpful attitude at all times
§ Assist customers with common technical questions. This includes basic and advanced software and hardware troubleshooting and operational questions
§ Ability to communicate effectively and positively with callers while diffusing escalated situations as needed to handle a high volume of inquiries in a quality manner
RESPONSIBILITIES
§ Respond to customers politely and attentively and maintain a professional, helpful attitude at all times
§ Ability to immediately determine customer needs and resolve or route call appropriately
§ Meet department call metrics and guidelines provided by Manager or Supervisor
§ Demonstrate customer passion in all phases of job responsibilities
§ Attend 3rd party and internal training as required
§ Collect and enter customer interaction data for each call into customer management database
§ Responsible for making sure telephone messages, callbacks, and voicemail messages are handled within expected timeframes
§ Participate in meetings as required
§ Other duties as assigned
The ideal candidate will possess the following qualifications:
PHYSICAL DEMANDS/WORK ENVIRONMENT
§ Fast paced Call Center environment
Years of Experience:
§ At least 3 years previous Customer Service experience preferred
§ Automotive troubleshooting and hands-on repair experience or equivalent
Other Requirements:
§ Automotive troubleshooting and hands-on repair experience preferred
§ Must possess strong verbal and written communication skills and have a professional demeanor.
§ Ability to prioritize, organize and manage multiple tasks simultaneously with a high level of accuracy and the ability to work under pressure
Bilingual in Spanish or French preferred
Salary : $22 - $25
