Job Description
Driver Services Associate- Bilingual
locations
Remote – Canada
time type
Full time
job requisition id
R2400
Job Description:
JOB OVERVIEW
The Driver Services Associate (DSA) is responsible for resolving customer inquiries in accordance with client guidelines, departmental procedures, product requirements and company policy. Driver Services products include Maintenance, Collision, Order Administration, Registration and Driver Assistance. DSA will answer inbound calls and make outbound calls in an exceptional service manner to ensure customer satisfaction. In this role, the associate must be able to make decisions and resolve issues, adhere to daily schedule as assigned, accept direction and feedback from management, and respond with sense of urgency to meet service levels and minimize customer wait time.
KEY RESPONSIBILITIES
Must be able to effectively communicate resolution procedure and follow up on customer inquiries. In this role, the associate also must be able to handle difficult and demanding situations appropriately, correctly and efficiently. This role requires the associate to interpret client guidelines to make correct decisions for product inquiries and emergency situations, read and understand simple to complex instructions, collaborate with other operating areas to successfully service the customer needs, and delight customers and display empathy Lastly, the associate must be able to read and understand simple to complex instructions and successfully execute and deliver high quality service over the phone and through written communication.
SKILLS/COMPETENCIES
Working knowledge of Windows operating system
Typing 35+ words per minute
Strong Customer Service skills
Excellent communication skills, both soft skills and influencing skills
Able to deal with difficult and irate customers
Knowledge of how ACD (call center) environment operates is a plus
Knowledge of Salesforce case management is beneficial, but not required
Self-starter, detail oriented, ability to handle multiple tasks simultaneously
Knowledge of automobile leasing industry is beneficial, but not required
1-2 years experience in dealing with customers, over the phone or in person
EDUCATION and/or EXPERIENCE
High School diploma or equivalent required
College graduate preferred
1-2 years call center experience can be beneficial, but not required