Remote Recall Specialist | Customer Experience

Position Title: Customer Experience Specialist - Vehicle Recall Support

Location: Melbourne, FL

Job Overview

Join a dynamic team that prioritizes outstanding service and aims to leave lasting impressions on our customers. As a Customer Experience Specialist dedicated to vehicle recall support, you will be pivotal in ensuring that our luxury vehicle clientele receives exceptional care and assistance. You will represent our esteemed brand, addressing customer inquiries with professionalism and agility while collaborating effectively to enhance our service delivery.

Key Responsibilities

• Oversee both outgoing and incoming customer interactions via phone and email concerning vehicle safety recalls.
• Manage the resolution process comprehensively, liaising with dealers, field personnel, management, and other departments as necessary.
• Document, investigate, and follow up on customer inquiries until resolution, adhering to all departmental standards.
• Fully own your case file and provide support to assigned team members as needed.
• Share insights and feedback with your manager to enhance processes and address emerging trends.
• Ensure team coverage to guarantee prompt handling of all customer interactions.
• Approve and process goodwill funds to resolve customer issues when appropriate.
• Analyze complex automotive issues and negotiate favorable solutions for customers.
• Engage in special projects or assignments as assigned by management.
• Uphold contact center policies and best practices.
• Complete mandatory training sessions as required.
• Cultivate and maintain professional relationships with both colleagues and clients.
• Perform additional responsibilities as assigned.
  
  

Required Skills

• Trustworthiness and integrity.
• Excellent verbal and written communication abilities.
• Proficient active listening skills.
• Outstanding customer service and interpersonal capabilities.
• Effective time management and task prioritization skills.
• Conflict resolution expertise.
• Sound judgment to ensure high levels of customer satisfaction.
• Proficiency in English with strong grammar and professional etiquette.
• Persuasive communication skills, both written and verbal.
• Capacity to blend professionalism with a welcoming demeanor.
• Competence in utilizing technology to research and resolve customer matters.
• Typing proficiency of at least 30 words per minute.
• Familiarity with MS Office, email, messaging, and chat platforms.
• Ability to multitask across various computer screens.
• Capability to maintain composure in high-pressure situations.
• Professional appearance and demeanor.
  
  

Qualifications

• High School Diploma or equivalent.
• A passion for the automotive industry, particularly luxury vehicles.
• 1-2 years of experience in a contact center, hospitality, or sales/PR environment.
• Familiarity with the automotive sector is advantageous.
• Previous experience in luxury service (hospitality or brand products) is preferred.
  
  

Career Growth Opportunities

We are committed to fostering professional development, providing training and growth opportunities that allow you to advance your career.

Company Culture And Values

Our organization nurtures a collaborative environment where exceptional service is paramount. We value professionalism and strive to create memorable experiences for our clients, underpinning a culture of trust and integrity.

Compensation And Benefits

• Competitive starting salary of $19.30/hr.
• Comprehensive health, dental, vision, and life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) retirement plan with company match.
• Paid vacation, sick leave, and holidays.
• Tuition reimbursement programs.
• Employee Assistance Program.
• Discount programs for employees.
• Training and development opportunities.
• Rewards program for employees.
  
  

Additional Information

This position offers a hybrid remote work option, requiring residency within the Melbourne, Florida area. Successful candidates must pass a background check and potential drug screening as part of the hiring process. We are an Equal Opportunity Employer.

Please note that neither the company nor any authorized recruitment agencies will request any payments or personal financial information from applicants during the recruitment process.

Employment Type: Full-Time