Call Center Representative - Full-time / Part-time

Taking inbound calls from consumer about vehicle issues. Primary nature of calls are/job duties:
*Setting customers up for dealer diagnosis for issues with vehicles
*Following up with dealer when a car is within perimeters of getting reimbursement
*Working with dealers to set up rental cars during recall with or without cost to customer depending on business case
*Deescalating angry customers and offering solutions based on business calculator
*Knowing when to use empowerment as following the trained process.
*Making some outbound calls to dealerships to coordinate and seek information for consumers to enhance the customer experience and retain customers while keeping the customer up to date on progress
*Understanding nature of issue and make decision as to how the customer will best be satisfied and faciliate the process by acting as the liason between the dealer and the customer.
*Asking probing questions to identify the issue the consumer is having in order to provide resolution
*Must have strong attention to detail when listening to consumers, speaking to consumers and using systems to process consumer information
*Must be able to empathize and find timely resolutions
*Expectation is to utilize training resources and internal sites to find resolutions and information
*Must be able to build relationships with consumers and dealerships to provide excellent customer experience, every customer, every time
*Agent will need to work well in a faced paced environment and keep up with back to back inbound calls while updating internal computer applications and systems
*Close cases in an average of 10 days with every case being touched every day per the process

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.