Job Description
Title: Remote Canadian French Bilingual Customer Service Representative
Location: Tennessee
About Agero:Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.
About this Role:
Handles complete cases of customer service inquiries and problems associated with the servicing of the company’s consumer services client base. Answers all customer contacts, including complex customer problems and/or complaints requiring interpretation, investigation and follow-up. Exercises independent influence and judgment with dealers, field representatives and consumers to ensure early intervention and resolution where possible. Assists with vehicle remote access inquiries, subscription activation/deactivation inquiries or technical support related to embedded telematics systems. You are curious, you ask questions, you are calm and reassuring to our customers as you secure services such as towing, lockout, tire changes, fuel delivery, and electric vehicle charging. You verify the customer’s safety throughout the call, verify their roadside coverage, and current location so you can send help.
Audi Total Case Specialists (soon to be you!) that excel in this role possess:
- You are EMPATHETIC and capable of connecting with and reassuring customers during a stressful time
- You are ACCOUNTABLE in bringing your BEST SELF to the job everyday
- You are AMBITIOUS and looking to learn more and grow your service career
Additional Requirements:
- Customer service or sales experience, contact center environment preferred. Automotive industry industry experience preferred.
- Experience with technical support and/or escalations helpful.
- Minimum Typing speed of 45 WPM with accuracy and proficiency in MS Word/Excel and G-Docs/Sheets.
- Must be available to work a FT shift.
- Previous Customer Service experience required
- Prior sales and in person customer service experience desired
- This position is remote. Applicants are required to reside in the state of Tennessee to be considered
- Candidates who reside within 50 miles of our Clarksville, TN site located at 2971 International Blvd. are not eligible for remote roles at this time
- Have a High School Diploma/G.E.D or equivalent work experience and be 18 years of age or older. Have an understanding and/or willingness to learn about electric vehicles of the EV charging industry
- Ability to create a response in the tone that is appropriate for our customer’s platform of choice (Phone, chat, SMS etc.)Minimum 45 wpm typing skills with accuracy and proficiency in MS Word
- Submit a completed application on the computer that you will be using
- A completed application will include providing some Personal Information, Work History, Education History, and Confirmation and Consent of the application
- Complete a Harver skills and systems diagnostic assessment from your home computer confirming your current tech workstation meets the systems requirements of the role