Job Details
The Senior Customer Service Representative answers inbound calls to provide courteous and accurate replies to primary support inquiries from JM&A dealers, Field Sales Representatives, and product contract holders. This position is accountable for deepening the relationships we have with both internal and external customers. Additionally, the CSR role will effectively support all general JM&A inquiries that include but are not limited to contract administration, dealer portal support and forms/supply orders. The ideal candidate has 2+ years of experience in providing a white glove level of customer service. They are personable, have a strong customer focus, enjoy teamwork, and are resourceful and innovative in problem resolution. The associate in this position must communicate effectively, follow the documented processes, and constantly improvise to satisfy our customer needs. The ideal candidate should possess excellent communication skills (both written and verbal), strong attention to detail, and the ability to multi-task to ensure the successful completion of numerous requests. The individual must also have at least 2 years of high-quality customer service experience. Candidates should have experience using reporting programs such as SalesForce, Cognos, Beqom, and Microsoft Office Suite. A basic comprehension of JM&A's products and systems, as well as the overall value proposition we provide to our dealer clients, is a plus.
Responsibilities
- Assist with the distribution of monthly incentive and program payments, processing reports, and other responsibilities needed to support our Field Sales team and Dealer Assistance Team
- Answer field representative, dealership, customer, and lender inquiries
- Apply knowledge of organization, products and related services and policies to provide a variety of customer services through email and telephone
- Provide individualized customer service of a high-standard professional level. 5. Resolve customer questions, complaints, and requests, frequently involving some contract interpretation
Qualifications:- High school diploma or equivalent
- Highly motivated and positive team player that can work remotely.
- Must have 2+ yrs of customer service experience within an Omni channel contact center
- Strong interpersonal skills; understand and manage yours and the customers emotions, identify and solve problems, and work to find mutually agreeable solutions
- Must possess superior verbal, written and active listening communication skills
- Critical thinking and problem solving necessary to handle high demand, high pressure situations with customers
- Ability to multi-task including the ability to navigate multiple screens and systems during calls. This includes strong data entry/typing skills and experience using Microsoft Office
- Ability to manage priorities in a fast-paced environment
- Provide technical support to auto dealers for portal access and trouble shooting
- Bilingual (English/Spanish) a plus
- Excellent verbal, written, and interpersonal communication skills with the ability to effectively interact with various departments and Associates (up to and including Senior Management)
- A basic understanding of JM&A's products and systems, as well as the overall value proposition we provide to our dealer clients, is a plus
- Experience using tools such as Cognos, SalesForce, Beqom and/or Excel to generate and provide accurate reports upon request
- Technology savvy and demonstrate an ability to quickly learn various systems
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family's Talent Acquisition department at ...@jmfamily.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.