Job Purpose:

The position is responsible for answering incoming calls and providing excellent customer service to vehicle owners following program guidelines and call center standards such as but not limited to:

• Coordinate Emergency Response Support
• Roadside Assistance
• Stolen Vehicle Tracking
• Remote Door Unlock/Lock
• Account Management
• Concierge Services

Essential Functions:

• Respond to incoming calls from customers and provide accurate answers and guidelines related to the Automotive Multi-Client programs.
• Respond to emergency calls from customers who experienced an automobile accident and coordinate the appropriate steps to engage the emergency response support system(s).
• Respond to customers who require roadside assistance or other remote services such as stolen vehicle tracking and remotely locking/unlocking doors.
• Develop customer relationships that contribute to business objectives and promote customer loyalty.
• Research and resolve customer questions and issues to ensure customer satisfaction and retention.
• Troubleshoot account related issues and submit incident tickets using a web based system to escalate customer issues as needed

Qualifications

• Trilingual (French/English/Spanish) 90% Proficiency 
• Minimum of High School Diploma
• 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
• Ability to be flexible and adaptable to support operational needs