Customer Care Representative

Job Description

We have 2 positions for a Customer Care Representative with one of our clients in Matteson, IL for an initial contract duration of 5 months. No third party candidates considered for this position.

The position of Customer Care Representative entails being the primary customer support for our contact-center. Success in this position requires that the CCR 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 CCR is empowered to make decisions that will eliminate impedance for our customers to buy cars. This empowerment requires the CCR to be confident in both the knowledge of the business as well as client’s product offerings.

General Responsibilities:

• The CCR 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 CCR, by consulting with dealers and educating them about client 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 client Partners.
• May work across other departments to train on resolving different client issues.
• The CCR will provide responsive, timely telephone, chat and email support. The CCR 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 CCR will also oversee/monitor the resolution to all problems, regardless of delegation to other departments.

Qualifications:

• High School Diploma or GED required College degree or equivalent experience preferred.
• Minimum of 2 years of Call center and/or client interfacing experience
• Schedule – must have flexibility to work evenings, weekends, holidays as required
• Multi-task and prioritize required.