Job Details
**Customer Service Representative (Call Center)**
**Department:** Maintenance Pre-Notification **Location:** Strongsville, OH
At this time a **Maintenance Pre-Notification Specialist** is needed to educate customers on the benefits of returning to the selling dealer as well as gathering information to assist the dealer to find out why a customer is not returning to them.
**Three schedules are currently open: (Work from home after training)**
* **Schedule: 10:30 am - 8:00 pm, M, T, TH, F and 9:30 am - 3:30 pm Sat**
* **Schedule: 10 am - 7:30 pm, M, W, TH, F and 10 am - 4 pm Sat**
* **Schedule: 11am - 8 pm M - F**
**Role and Responsibilities:**
* Provide the customer with benefits the selling dealer has to offer.
* Take detailed notes of conversations and enter the notes into the contract and in OAMS. Enter notes for missing contracts accordingly into the Warranty Forever spreadsheet.
* Collect pre-notification information.
* Answer maintenance questions via Warranty Forever contract, Edmunds, website, owners manual.
* Assist in questions pertaining to Warranty Forever guidelines.
* Successfully convert a minimum of 30% of first-time pre-notification calls back to the selling dealer on a monthly basis.
* Assist the adjudication team. When the adjudicators are backed up, pull maintenance schedules, fill out maintenance worksheets to help jumpstart the claim.
* Pre-Paid Maintenance sheets.
* RV Maintenance.
* Strive to enforce and live the NAE/NWAN Philosophy of CQSE each and every day.
* Takes ownership of changes and personally responsible for managing change in an upbeat positive manner.
* Other duties as needed.
**Qualifications and Education Requirements:**
* High School Diploma or equivalent.
* Previous customer service experience.
* Strong communication skills.
* Proficient in the use of Microsoft Word and Excel as well as the ability to utilize the Internet as a resource.
* Attention to details.
* Multi-tasking.
* Excellent customer service skills (quickly identify customers needs & concerns).
* Ability to practice active listening and identify customer needs and concerns.
* Prioritization skills.
* Able to work within established KPIs
**Work Environment and Physical Requirements:**
* Normal office environment.
* Ability to frequently sit for long periods of time.
* Ability to occasionally walk, stand, reach with hands and arms, stoop, kneel or crouch.
* Ability to spend extended hours in front of a computer screen and use close vision, distant vision and depth perception.
* Ability to lift at least 20 pounds.
**Preferred Skills:**
* Calm and patient demeanor.
* Prior call center experience is a plus.
**INDSP**