The position of Client Service Rep entails being the primary customer support for our contact center. Success in this position requires that the CSR is able to work independently with little to no supervision to provide immediate availability, be professional, provide documentation within our systems, and be knowledgeable of Manheim’s products and services. The CSR is empowered to make decisions that will eliminate impediments for our customers to buy cars. This empowerment requires the CSR to be confident in both the knowledge of the business as well as Manheim’s product offerings.
Onsite training requirement and flexibility with the Hybrid work model as determined by management.
Job Responsibilities:
- The CSR will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document, and monitor any and all exceptions to the standard processes to create a list of best practices.
- Maintaining relationships with existing customers includes problem-solving by the CSR, by consulting with dealers and educating them about Manheim and ancillary partners.
- Part of this process will include identifying, assessing, and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product, or any such Manheim Partners.
- May work across other departments to train on resolving different client issues.
- The CSR will provide responsive, timely telephone, chat, and email support. The CSR shall personally act as the single, point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).
- The CSR will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.
Qualifications:
Minimum
- High School Diploma/GED.
- Generally, less than 2 years of experience.
- Schedule – must have flexibility to work evenings, weekends, and holidays as required.
- Bilingual Spanish required
Preferred
- Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time.
- Understand foundational levels of computers and technology, internet, and email.
- Excellent oral and written communication skills, particularly in a phone or email context.
- Experience working in a contact center metrics-driven environment.
- Strong communication skills and basic computer knowledge.
- Ability to operate under tight pressure.
- Experience working in the automotive industry.
Disclaimer:
The posting is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.
Job Type: Full-time
Pay: $19.00 - $20.71 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
- Work from home
Experience level:
- 1 year
- 2 years
- Under 1 year
Shift:
Weekly day range:
Work setting:
Language:
Ability to Relocate:
- Tolleson, AZ 85353: Relocate before starting work (Required)
Work Location: In person