Position Summary

The Call Center Specialist position is responsible for answering incoming calls and providing excellent customer service to BMW Roadside Assistance customers, following program guidelines and call center standards.

General Job Responsibilities

• Knowledge of Dealer Speed, for checking VIN, experience in CDC to view vehicle/customer information.
• Excellent verbal and written communication skills for professional interactions over the phone and via email with BMW dealerships, customers, and the BMW RSA client.
• High level of existing program knowledge to provide accurate and correct advice for floor support including troubleshooting and problem solving.
• Act as first level point of contact for escalations between customer and specialist in attempt to resolve before involving a TL.
• Understanding of how service level is calculated on BMW RSA project, how scheduling or adherence can affect overall SL.
• Assume TL duties in the event that a TL is not on duty including providing feedback or conducting team meetings.
• Exhibit high level of professionalism in interactions with colleagues, TLs, OPMx, etc.
• Directly influence KPI for Help By Phone Target to reach goal of 20% of calls resolved over the phone.

 

Qualifications

• Minimum of High School Diploma.
• English B2+ or C1
• Portuguese B2+ or C1
• 0-2 years of experience working in a call center environment.
• Excellent communication skills, both verbal and written.
• Proficient in Microsoft Office and web based applications.
• Knowledge of customer service.
• Strong interpersonal skills.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced environment with daily work processing deadlines.
• Ability to work effectively without supervision.
• Strong in leadership, empathy, communication, and team orientation.
• This position requires to go to the office and also availability to work on weekends