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Customer Experience Consultant

Expired Job

Volkswagen Group Of America Libertyville , IL 60092

Posted 2 months ago

Role Summary:

Provide support and guidance by answering Representative questions via the Consultant Line as well as escalated customer calls. Provide coaching, and feedback, while ensuring the guidelines and practices of the department are followed, documented and maintained in a professional manner.

Role Responsibilities:

Customer and Representative Call Escalations 50%

  • Staff the inbound Consultant Line queue to answers incoming calls for Customer Service Representative Levels 1-3 across all three sites (Portland, Chicago and Auburn Hills)

  • Coach and assist Representatives during customer calls to ensure an understanding of all department processes and to achieve the highest level of customer experience

  • Handle escalated customer calls, using discretion to satisfy the balance of business objectives, brand loyalty and customer satisfaction

  • Conduct weekly/monthly queue audits to ensure appropriate customer follow-up on all contacts (direct vehicle sales, account issues and/or the timely grounding of End of Term vehicles)

  • Monitor and support the Customer Experience Consultant inbox and respond to all inquiries e-mail requests within the agreed upon time frame

  • Proactive approach when assisting Representatives, customers and dealers

  • Explore all viable solutions to business issues while offering guidance in determining the most appropriate course of action and a sense of ownership in assisting our customers

  • Accurately & effectively identify customer failures and process issues to determine the appropriate escalation path for process improvement and the overall customer experience and effective recommendations

  • Exercise independent judgment and appropriate process compliance when granting customer goodwill to ensure consistency

  • Provide tracking and reporting on all escalated customer and Representative calls

  • Understand and support all Customer Service policies and procedures and effectively communicate to Representatives

  • Provide detailed feedback to the Leadership & Training team regarding employee knowledge gaps and facilitation of ongoing operational training programs

  • Champion the utilization of the MyCompass tool in order to assist Representatives and ensure consistency and customer satisfaction

  • Evaluate monthly call escalation tracking reports to determine potential training needs

Customer Quality Assurance 50%

  • Monitor, coach, and deliver call feedback to representatives in order to provide the highest quality experience and satisfaction to our customers and dealers

  • Regularly communicate quality trends and performance to leadership via weekly/monthly Management Report

  • Attend call calibrations weekly

Required Experience:

  • 2-3 years of work experience in a customer service environment, researching and resolving customer needs in an efficient manner while balance customer expectations with business needs.

Required Education:

  • High school diploma

Desired Education:

  • Bachelor's degree

Required Skills:

  • Excellent oral, written and interpersonal communication skills

  • Dedication to providing exceptional customer service

  • Problem solving skills

  • Analytical skills preferred

  • Conceptual thinking skills

  • Computer savvy

  • Integration joining people, processes or systems

  • Influencing and negotiation skills

  • Resource management

Required Specialized Skills:

  • Aligns business needs with appropriate solutions

  • Builds and sustains relationships

  • Listens actively

  • Prioritizes

  • Takes initiatives

  • Accomplishes goals

  • Demonstrates commitment and ownership to our customers and dealers

  • Displays professional integrity

  • Multi-tasking

  • Makes sound decisions to promote consistency and customer experience

  • Excellent time management

  • Ability to provide crucial and timely feedback

  • Team oriented

Work Flexibility:

  • Ability to work a rotating shift, including 11am to 8 pm as coverage dictates, Monday through Friday

  • Shifts and coverage may vary by site

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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Customer Experience Consultant

Expired Job

Volkswagen Group Of America