Role OverviewAs a IVT Research Escalations Specialist, you'll be the single point of contact for escalated cases and customers, addressing all concerns until resolution. You'll be empowered to make decisions using customer satisfaction tools to resolve customer concerns. You'll work in a close team environment, providing strong customer service and conflict resolution skills, and exercising good judgment in problem resolution.
What You Will Do
Manage cases from an assigned queue(s) and as inbound calls as needed. Use applicable customer satisfaction tools to resolve and At-Risk vehicle cases. Escalate, monitor, and help resolve Part Delay issues. Case review and research customer’s inquiries to resolve issues that are non-routine in nature.
Why It Might Be a Fit
You'll have the opportunity to work in a unique culture, enjoy competitive salary with incentives, and have access to training and development programs. You'll also have flexible spending account, health savings account, 401(k), vacation/sick time, and paid holidays.
Requirements
- High school diploma required. College degree preferred.
- 1-2 years customer service experience
- 1 year of previous CRC experience
- Problem Resolution in customer contact center environment
- Experience handling escalated customer issues an asset
- Knowledge of Customer Contact Process and Guidelines and Escalated Handling Process
Benefits
- Competitive Salary with Incentives
- Health/Dental/Vision/Life Insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- 401(k)
- Vacation/Sick Time and Paid Holidays
- Tuition Reimbursement
- Employee Assistance Program
- Employee Discount Program
- Training and Development Programs (Percepta College)
- Employee Rewards Program (Perci Perks)
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