Customer Support Specialist

Client Biography Bring your talents to the industry leader in emergency roadside assistance. This company provides emergency roadside assistance to customers that have emergency roadside benefits as part of their automotive insurance policy or their new vehicle owner’s package. Your Role You will be involved in customer service calls with some technical and sales:

• 24/7 service of inbound calls for roadside assistance and other service requests from client’s customers and/or client account representatives for assistance with items such as:
  * a vehicle that won’t start
  * flat tire(s)
  * keys locked inside a car
  * vehicle out of gas
  * vehicle in an accident
• Place outbound calls to list of client’s service providers to secure appropriate towing assistance to resolve the customer’s needs
• Possible outbound calls to client, client’s customers and/or client account representatives for status and clarification purposes
• Transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives
• Outbound coordination to client’s service providers & possible follow up calls for clarification and/or additional calls for secondary services
• Probe to identify the need of the customer based on vehicle inoperable situation
• Identify the customer’s location using Google Maps and other client tools
• Provide policy coverage details based on the specific client program
• Secure a Service Provider to assist the customer, based on the parameters of the policy’s program
• Provide status updates to customers calling after the initial request for assistance was processed
• Outstanding problem-solving and negotiation skills
• Strong mediation skills and experience working with users to identify best solution.
• Display patience, empathy, an ability to manage stress, the ability to work under pressure and adapt to adverse situations
• Skilled and efficient in writing and verbal communication
• Outstanding listening skills
• Providing knowledgeable, friendly and eloquent customer service
• Understanding how to navigate and efficiently use tools

Skills

• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
• Familiarity with ticketing systems
• Experience using online help resources to solve problems
• Knowledge of Microsoft Office programs such as Outlook, Excel and word