Customer Service Manager and Unlimited Club Support Coordinator - Troy

Overview:

Position Overview

You will assist by diagnosing and finding solutions to their problem. Solutions include but are not limited to, resolving login problems, explaining our plans, troubleshooting billing issues, website help, etc.

Responsibilities:

CSM Responsibilities include but are not limited to:

• Engage with and greet customers with a smile and friendly statement welcoming them to Jax.
• Assist Customers with questions, concerns, etc. accurately, seeking assistance if needed.
• Sign-Up Unlimited Club Memberships and help customers make changes to their existing memberships. You will receive bonuses on these sales.
• Understand detailing packages, sell detailing packages, and be able to keep detailing customers informed on the status of their vehicles.
• Assist management team with administrative duties such as timesheet maintenance, lunches, breaks, and work assignments for team members.
• Handle customer questions, concerns, and complaints face-to-face with the ability to defuse potentially hostile situations.

UCSC Responsibilities include but are not limited to:

• Interact with customers/members via online chat, e-mail, and telephone communication to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather the customer’s information, create a ticket, and determine the issue by analyzing the symptoms.
• Offer alternative solutions where appropriate to retain the customers’ business.
• Diagnose and resolve tickets promptly with accuracy, proper sentence structure, grammar, spelling, and punctuation.
• If there is downtime work on contacting past members to discuss reinstating their plan.
• Identify and escalate issues to Level 2 support promptly when needed.
• Follow up and make scheduled callbacks.
• Monitor and maintain a case queue and work towards exceeding baseline metrics regarding open tickets, turnaround time, and answer rate.
• Stay current with system information, changes, and updates.
• Work with internal teams such as sales, operations, and IT.
• Identify leads for the sales team.

Qualifications:

Minimum Qualifications:

• 1 to 3 years of experience working in a client service/customer service environment.
• Proven ability to maintain focus and work effectively with multiple demands.
• Ability to work independently and as a team to accomplish tasks.
• Strong client relationship, and communication skills both written and verbal.
• Case management and CRM experience a plus.
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards.
• Must be comfortable on the phone, in a chat on the computer, and with face-to-face interaction.