What are the responsibilities and job description for the Overnight Social Care Advisor -Remote * Must be in Metro Detroit Area position at Conexess Group?
Overnight Social Care Advisor
Location: Remote, should be located within the Metro Detroit area.
Serves as the frontline to ensuring customers and fans are responded to and engaged with in a timely manner during the 12-8am shift. This individual will have access to tools that will enable her/him to provide the best customer service.
Major Job Duties And Responsibilities
Location: Remote, should be located within the Metro Detroit area.
Serves as the frontline to ensuring customers and fans are responded to and engaged with in a timely manner during the 12-8am shift. This individual will have access to tools that will enable her/him to provide the best customer service.
Major Job Duties And Responsibilities
- Responsible for moderating queues and engaging with Care inquires
- Effectively and accurately document customer interaction
- Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.
- When appropriate, promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions.
- Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
- Provide exceptional service to all internal and external customers.
- Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach.
- Utilize correct tools to efficiently manage a number of often concurrent activities
- Provide Goodwill when appropriate
- Interact with marketing and PR as needed for customer care and support
- Effectively manage a number of open customer cases providing a resolution within a timely manner
- 1+ years' experience in customer service related profession
- Expertise with social media platforms such as Facebook, Twitter, Instagram and Forums
- Computer navigation and typing proficiency
- Excellent verbal and written communications skills to effectively communicate to internal and external stakeholders
- Experience with social media monitoring tools: Oracle, Siebel, etc.
- Attention to detail with strong project management and prioritization skills
- Microsoft Excel, Microsoft Word and PowerPoint skills and proficiency
- Bachelor's Degree
