Note: The job is a remote job and is open to candidates in USA. Auto Glass Now is a company that prides itself on providing excellent customer service. The Customer Service Representative will be responsible for responding to customer inquiries, managing customer care tickets, and ensuring a high standard of care for customers through effective communication and problem-solving.
Responsibilities
- Provides timely responses to customer inquiries by telephone and/or email in an in - or outbound service center
- Open, maintain, and solve Customer Care tickets by recording issues and account information
- Using computer technology. manage large amounts of incoming emails and calls in a timely manner
- Resolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Follow communication procedures, guidelines, and policies
- Leverage scripts for email and phone conversations to properly represent the company voice and tone
- Answer questions about damage claims and escalate to the proper manager to bring them to closure
- Prioritize tickets effectively
- Flexibly handle changes in policies or procedures
Skills
- Proven customer support experience, ideally in the automotive industry
- Strong phone contact handling skills, empathy, and active listening
- Strong computer Center skills and capability to use Microsoft programs such as Outlook, Word, Excel, etc
- Customer-focused and able to adapt/respond to different types of customers
- Excellent communication and presentation skills both externally and internally
- Ability to multi-task, prioritize, and manage time effectively
- High school diploma (or equivalent) and at least 1 year of experience; post-secondary school education may substitute for years of experience
- Must have good and direct internet connection
- Bilingual in English/Spanish is a plus
Benefits
- Supplemental pay types may include commissions or bonus incentives, depending on the role.
- Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay.
- Get early access to 50% of your earned wages at any time through our myFlexPay program.
Company Overview
Auto Glass Now offers auto glass repair and replacement with same-day service and a nationwide warranty. It was founded in 1987, and is headquartered in Charlotte, North Carolina, USA, with a workforce of 201-500 employees. Its website is https://www.autoglassnow.com.