[Remote] Customer Service Representative

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