Hybrid Customer Support Specialist - Integrated Human Capital
El Paso, TX
About the Job
Hybrid Customer Support Specialist Job Summary:
The primary responsibility of this role requires you to interface with Toyota and Lexus owners, dealerships, and field/area offices regarding inquiries and/or complaints to drive a positive experience, increase owner satisfaction, loyalty, and overall retention. The position requires the ability to meet training standards and is also required flexibility to work various shifts including evenings and weekends.
Hybrid Customer Support Specialist Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide “white glove” bilingual inbound and outbound phone support to Toyota and Lexus guests regarding general inquiries, telematics support, as well as handling customer complaints with composure and professionalism
- Analyzes guest concerns/inquires and handles accordingly
- Takes ownership of incoming communication; investigates and resolves various questions and concerns that are dealer, sales, service, or product-related
- Combines active listening with proactive decision-making skills to provide best in class solutions as well as leveraging expertise to provide alternative solutions to Toyota and Lexus guests
- Multitasking daily. Talking and typing while actively listening to the guest; utilizing multiple software applications at once
- Navigate multiple computer applications, while interacting with a Toyota and Lexus guest.
- Listening to, understanding, and providing solution to our clients’ needs
- Work with other departments as client advocates to ensure resolution
- Provide feedback to management to continue to better the department and process in a professional and constructive manner
- Meets and adheres to professional service standard expectations with a collaborative mindset
- Uses a pleasant and professional tone of voice at all times and leverages soft skills with every interaction
- Has the ability to engage with guests – establish rapport, anticipate questions, actively share information using plain language and handle objections in a calm and professional manner
- Comfortable with receiving ongoing performance coaching and mentoring from Supervisor(s), Quality Analyst(s), Trainer(s) and or peers
- Adhere to confidentiality and compliance rules and regulations
- Research unique guest requests using online resources and identify opportunities to improve the guest experience
- Support in-vehicle technology and apps, as it relates to assisting guests with setting up and troubleshooting their multi-media products, phone pairing and navigation
- Other duties as assigned
Hybrid Customer Support Specialist Knowledge & Experience:
- High school diploma or GED.
- The ideal candidate will have a minimum of one years of consistent customer care experience in a fast-paced environment, minimum of one year of Contact Center experience is required.
- Bilingual (English-Spanish)
- Excellent written/verbal communication and customer service skills
- Proficiency in Windows-based applications
- Experience working with technology (i.e., Bluetooth pairing, navigation, smartphone)
- Automotive experience (i.e., dealership, technician, worked for another automotive company, etc.)
- Familiarity with social media
Hybrid Customer Support Specialist Competencies:
- Customer/Client Focus.
- Communication Proficiency, verbal and written.
- Teamwork Orientation.
- Technical Capacity: Has at least an intermediate level of proficiency with computers and current technology.
- Typing: minimum 35 wpm
Pay Rate:
- Up to $16/hour
Equal Employment Opportunity (EEO), Affirmative Action, and E-Verify Statement:
Integrated Human Capital is an equal opportunity employer committed to fostering diversity and providing employment opportunities to all qualified individuals without regard to race, color, religion, sex, national origin, age, disability, or any other protected status. We actively promote affirmative action by encouraging minorities, women, individuals with disabilities, and veterans to apply for positions for which they are qualified. Additionally, Integrated Human Capital participates in the E-Verify program to verify the identity and employment eligibility of all newly hired employees, ensuring compliance with immigration laws. Candidates are required to present documents confirming their identity and eligibility to work in the United States during the employment verification process.
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Source : Integrated Human Capital
