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  • Lake Angelus, MI 48326

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Regional Customer Advocate

The DAKO Group • Lake Angelus, MI

Posted 2 months ago

Job Snapshot

Contractor
Experience - 2 years
Automotive - Motor Vehicles - Parts
Customer Service

Job Description

Description:

The Regional Customer Advocate provides car owners with an elite service experience to drive customer loyalty. In this role, you will work as “concierge” to develop a relationship and assist customer with every need throughout the customer contact/case. You will work as part of a high energy, innovative team that offers unprecedented service to all owners by providing personalized service via telephone, chat, social media, email and written correspondence. You will work closely with Dealer network to build relationships which foster partnership and communication. The Regional Customer Advocate will focus on creating lifetime owners, while working to resolve customer concerns and anticipate/facilitate their needs.

Functions Performed:

  • Provide courteous, professional and timely responses to a continuous volume of customer concerns, as well as written customer inquiries
  • Respond directly to customer concerns using either telephone, social media, web chat, letter, or e-mail
  • Identify and address all customer questions and concerns
  • Thoroughly research and understand all facets of customers’ requests
  • Ensure content of oral and written communication meets the needs of the target audience
  • Assist customers by identifying and analyzing their needs to ensure a high level of customer satisfaction, growth and retention of business
  • Build and foster partnerships with dealerships
  • Engage leaders and dealer partners to present solutions based business case to drive customer resolution
  • Develop a consistent writing style that demonstrates corporate image and delivers the brand experience
  • Work independently and as a team to manage workload
  • Make sound business decisions with little guidance
  • Demonstrates empowerment
  • Must demonstrate out of the box thinking in order to resolve customer concerns
  • Maintain a clear understanding of policy and procedures, warranty coverage and the CAP program
  • Make Financial decisions to assist customers
  • Engage in various forms of customer contacts- inbound and outbound phone calls, web chat, social media, letters, and e-mail
  • Maintain case history and scheduling within CRM
  • Meet or exceed defined KPIs and objectives

Job Requirements

Skills/Experience Required:

  • 2 years of experience in a customer service environment
  • Receives great personal satisfaction from being able to exceed our customers’ expectations
  • Exhibits bravery to go above and beyond for a customer
  • Exudes warmth, energy and passion
  • Strives every day to provide an exceptional customer experience
  • Exceptional written communication skills- must be able to articulate the voice of our client in various written forms. (Formal Letters, e-mail, Web Chat, Social Media)
  • Demonstrate strong conversational skills; must be able to communicate with affluent customer base, corporate business employees and dealer partners
  • Must be self-motivated
  • Must be able to multi-task and meet deadlines
  • Strong attention to details
  • Ability to work independently, yet be a team player
  • Ability to work successfully in a call center environment (sitting, talking with customers in a repetitive, regimented environment for an 8 hour shift)
  • Proficient documentation and note taking – must be able to clearly document information from customers and business partners

Computer/Technical:

  • Strong Windows/PC – must be able to toggle between various applications and websites
  • Experience with windows based applications
  • Experience with internet search tools- must be able to utilize online resources to locate key information
  • Proven typing skills with emphasis on accuracy
  • Familiar with infotainment and devices, must be able to provide customer support for Bluetooth, iPods, iPads, Streaming, Jukeboxes, cellular devices including data coverage and Apps
  • Familiar with social media/online environments
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