Remote Recall Specialist - Customer Experience

Position Title: Recall Representative - Remote

Location: Melbourne, FL

Job Overview

Join our esteemed organization where we prioritize exceptional customer service and strive to create unparalleled experiences for our clients. As a Recall Representative focusing on vehicle recall support, you will serve as a vital link between our luxury vehicle clientele and our brand, ensuring they receive the highest caliber of support and assistance. Your professionalism and collaborative spirit will enhance our service delivery and solidify our reputation in the industry.

Key Responsibilities

• Manage both outbound and inbound communications via phone and email concerning vehicle safety recalls.
• Take ownership of the resolution process from inception to completion, coordinating effectively with dealers, field staff, management, and various departments as necessary.
• Document, research, and diligently follow up on customer issues until their resolution, while adhering to established departmental guidelines.
• Assume full responsibility for your assigned case files and provide backup support to designated colleagues as needed.
• Offer constructive feedback and insights to management for process improvements and to address emerging trends.
• Collaborate with team members to ensure timely handling of all customer interactions.
• Approve and process goodwill funds to address customer inquiries when warranted.
• Investigate complex automotive concerns and negotiate satisfactory solutions for our customers.
• Engage in special projects or assignments as required by management.
• Uphold contact center policies and procedures.
• Complete necessary training courses to enhance your skills.
• Build and maintain professional relationships with both colleagues and customers.
• Perform additional duties as assigned.
  
  

Required Skills

• Trustworthiness and integrity.
• Strong verbal and written communication skills.
• Active listening abilities.
• Exceptional customer service and interpersonal skills.
• Effective time management and task prioritization skills.
• Conflict resolution expertise.
• Sound judgment focused on ensuring customer satisfaction.
• Proficiency in English, both written and spoken, with excellent grammar and etiquette.
• Persuasive communication skills.
• Ability to balance professionalism with a friendly demeanor.
• Competence in using technology to research and resolve customer inquiries.
• Typing speed of at least 30 words per minute.
• Proficiency in MS Office, email, texting, and chat applications.
• Ability to multitask across multiple computer screens.
• Capacity to maintain composure under pressure.
• Professional appearance and demeanor.
  
  

Qualifications

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

Career Growth Opportunities

We are committed to fostering professional development and offer training and development opportunities to support your career advancement. Your contributions and feedback will be instrumental in refining our service delivery, potentially paving the way for further career progression within the company.

Company Culture And Values

Our organization embraces a culture centered on outstanding service, collaboration, and continuous improvement. We value the input of our team members and actively encourage a dialogue that enhances our operational processes.

Compensation And Benefits

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

Additional Information

This position offers a hybrid remote work option, requiring residence within the Melbourne, Florida area. As part of the hiring process, a background check and, in some instances, a drug test may be required. We are an Equal Opportunity Employer.

Employment Type: Full-Time