Responsibilities and Duties:
Effectively and efficiently communicate with customers and technician via email, over the phone
Listen to customer needs, identify issues quickly, and act to assist in a prompt, courteous, professional manner. Advise the designated supervisor of all serious complaints and incidents before they escalate.
Assist in developing and training new and current team members.
Evaluate customer needs and guide customers to solutions that fit those needs.
Sustain updated procedures for handling all aspects of customer complaints or disputes.
Provide a constant and accurate daily account of incoming calls as well as a daily completion of customer service records.
Exercise and promote teamwork, supporting the objectives and policies of the RKO Team. Extend a good personal example of attitude and performance.
Submit recommendations to enhance customer experience and satisfaction.
Encourage and support valuable, supportive flow of communication with company team members.
Perform clerical duties, maintain customer service files, gather data, produce reports, and administer correspondence as requested by management.
Learn and understand our brands, products, and customer base.
Create and achieve performance goals in line with the company's goals.
Perform various general clerical duties; maintain various files and data; produce reports and correspondence for the designated supervisor and the Sale and Operations group.
Practice and promote teamwork at all times. Set a good personal example of attitude and performance. Cross-train in other functional areas of Operations.
Maintain a good flow of communication with all the office personnel.
Essential Skills and Experience:
Knowledge of customer service ethics, principles, and procedures.
Strong customer orientation.
Excellent interpersonal and communication skills.
"Can do" positive attitude and strong sense of customer empathy.
High performer, strong team player.
Thorough customer service follow-up initiatives.
Solid time management, organization, and multi-tasking ability.
Commitment to company values.
Attentive to details.
Proficient in Microsoft Word, Excel, and Outlook.
Strong computer skills including in-depth knowledge of the internet.
Ability to make decisions to ensure customer satisfaction, and to escalate situations when needed.
Self-motivated with ability to summarize data and identify trends.
KAR Auction Services