Customer Service Representative

CCS - Customer Contact Services is a growing contact center dedicated to delivering exceptional customer support services. In this role, you will support the automotive division by answering calls, providing product information, and setting service appointments for dealerships.

Responsibilities:

• Answer incoming calls in a timely manner
• Identify caller’s needs for call resolution
• Provide customers with product information and automative services
• Set service appointments for automotive dealerships
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving services
• Adhering to company scripts and procedures to ensure consistency
• Accurately process online reservations
• Accurately document call information and interactions
• Identify and escalate issues to supervisors
• Maintain Quality Assurance standards
• Ongoing training for all CCS client programs and accounts
• Deliver exceptional customer service to all callers
• Other duties as assigned

Requirements:

• G.E.D. or higher education level
• One year of call center or customer service experience
• Understanding of basic computer hardware, software, and general systems
• Computer navigation & typing skills to manage multiple programs, platforms, and systems
• Ability to identify, understand, and protect confidential information
• Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction
• Excellent written communication and documentation skills
• Strong verbal communication skills, including a thorough understanding of the content and structure of the English language, including word meanings, spelling, and grammatical rules
• Strong problem-solving skills and attention to detail