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Sr. Customer Service Rep
| Hours | Full-time, Part-time |
|---|---|
| Location | Atlanta, GA Atlanta, Georgia |
About this job
Manheim ExportTrader is the industry leader in providing foreign based automotive dealers and buyers’ direct access to the North American used vehicle market. Manheim ExportTrader provides transaction facilitation services to over 200 automotive auctions across North America, and is able to assist buyers with Financing options, well as shipping services to virtually anywhere in the world. Our continuous growth in this market has made the following position available:
The Sr. Customer Service Rep performs all the same duties as a Customer Service Rep who serves primarily as the single customer point-of-contact for Sales and Dealer customers in a contact center environment. In additional responsibilities include serving as the primary contact for resolving inter-departmental escalations for technical or product issues. The Sr. Customer Service Rep assists their Manager and other department management by handling ad hoc tracking of information, ad hoc analysis and account research requests, serve as subject matter expert on department processes and transfer knowledge to those in the role of Customer Service Rep.
The Key Responsibilities of this role are to:
• Provide troubleshooting and timely resolution for escalated customers’ requests.
• Identify process issues, root causes and recommend solutions utilizing expert knowledge of ExportTrader.com organization, products/packages, process, and technology.
• Familiarity with computer hardware, Windows PC and Manheim system applications, which includes the ability to learn complex applications and apply new knowledge.
• Responsive to management's requests and suggestion; takes direction well.
• Manages and prioritizes workload and develops goals to help meet departmental daily service level agreements.
• Demonstrates excellent negotiation skills to strive for win-win solutions.
• Understands customers’ needs / challenges and takes ownership of potential issues, communicates and delivers objective resolutions and educates customers professionally.
• Monitors progress on assigned customer service issues and utilizes all available resources properly to facilitate and provide timely follow up and accurate resolution to internal and external customers.
• Maintains a professional and positive demeanor at all times and utilizes appropriate conflict management techniques when involved with difficult / stressful situations or customers.
• Maintains timely follow-up, accurate documentation for all appropriate transactions and responds to customer service inquiries in writing or phone as often as necessary to ensure satisfaction.
• Consistently meets or exceeds established productivity, schedule adherence, and quality standards.
• Keeps management abreast of all outstanding issues.
• Adapts procedures, processes, and techniques to resolve the more complex service issues.
• Assists Manager with workload balancing.
• Seeks involvement in continuous quality improvement initiatives and recommends related improvements/enhancements.
The qualified candidate will have the above experience and meet the below requirements:
• Minimum of 1-year experience as a supervisor or in a related position. Required
• 3-5 years of customer service experience or the equivalent.
• Ability to work flexible hours, overtime, including nights, weekends and holidays.
• Thorough knowledge of AutoTrader.com products, processes and technology.
• Outstanding attention to detail and accuracy.
• Proven Ability to work effectively in a fast-paced environment with a high volume of change.
• Previous experience working in a team-based environment and demonstrating initiative to work independently with minimal supervision.
• Exceptional time management, multi-tasking, decision-making, and analytical skills.
• Excellent oral, written communication skills and active listening skills.
• Demonstrated professionalism and positive demeanor in presentation collaboration and communication.
• High school diploma or GED required.
• International customer support experience preferred.
• Ability to speak a foreign language preferred (e.g. Russian, Arabic, Polish, Chinese, Spanish, etc…)
• College degree preferred
Manheim/ExportTrader is an Equal Opportunity Employer.
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