Customer Service Agent

YOUR MISSION: Your mission as a Customer Service Representative specializing in BMW luxury vehicles, you will play a crucial role in providing premium assistance to our esteemed customers during unexpected roadside incidents. Your primary responsibility will be to ensure swift, efficient, and personalized support, reflecting the luxury and reliability associated with the BMW brand.    

YOUR LEGACY: You are deeply committed to upholding BMW's reputation for luxury, reliability, and innovation. Your dedication to preserving the brand's image through exemplary roadside assistance reflects your passion for ensuring that every BMW owner receives the unparalleled care they deserve.  The result?  You helped Urgently become the world’s leading mobility assistance company.   

WHAT YOU’LL BE RESPONSIBLE FOR:   

1) Within first 2 months: 

• Become cross trained to operate in Urgently’s platform; CSS, Teams Channels, Incontact chats, JIRA. 

• Perform outbound calls to customers and stakeholders to address their recent service experience. 

• Receive inbound calls/chats.  

• Perform aftercall, UDA, and JM work by identifying the root cause of the case. 

• Crossed trained in JM, UDA, and aftercall work.  

• Be able to create and handle any job at any point. 

• Own the case until job completion. 

2) Within next 4 months: 

• Able to make executive decisions when working cases.  

3) Within 6-8 months: 

• Elevate the relationship with partner representatives, and customers so the workflow is consistent. 

4) Ongoing:  

• Ensure workload is being properly executed in a timely manner 

• Continue building the foundation with the partner  

• Able to take accountability of the work delivered and making independent decisions 

The ideal candidate for this role has:  

• Inbound and outbound call center experience 

• Minimum of 2 years of experience in negotiation 

• Minimum of 2 years of experience in conflict resolution 

• Minimum of 1 years of experience in cross functional team collaboration 

• Ability to critically think through challenging situations 

• Proven experience providing clear and effective documentation 

• Ability to multitask 

• Experience prioritizing work and tasks 

• Must be available for shifts that will range Monday-Sunday 6am-11:30pm with two days off a week. 

You are the go-to person to get a situation fixed. You have critical thinking skills to know when to follow a prescribed path for resolution, and when to veer off that path due to unusual circumstances.  

 
You have above average communication skills in both written and oral form. You feel comfortable talking to customers, other agents, VIP customers. You will proactively monitor/ manage VIP cases and build relationships with VIP clients, and dealer levels. Your documentation skills are above average.  

 
You have the ability to multitask handling multiple jobs at the same time and prioritize each job and each step of the job. 

You have grace under fire and excel under pressure. You enjoy being in a fast-paced environment, anything can happen at any time environment. 
 
You feel comfortable making decisions in a situation that may be vague. 

THE NITTY GRITTY: 

• Location = Great news!  This position is remote and you have the option of working from anywhere in the U.S.!   Successful candidates for this position must be located outside of California.  It is also our expectation that all work for this position will be conducted outside of the state as well. 

• Manager = You’ll report to Customer Service Supervisor 

• Compensation =  The starting base rate for this position is $17.00 per/hour. Individual pay is determined by job-related skills, experience, and relevant education or training. 

• Benefits =  At Urgently, we have awesome benefits!   We provide short term disability, long term disability, and life insurance to you - all free of charge! We also offer three different medical plans to choose from, two dental plans, a vision plan, and other valuable benefits. You’ll have 12 holidays off and you accrue between 10-20 days of paid time off annually based on your years of service.  We match 100% on the first 3% you contribute to our 401(k)and then 50% of the next 2% you contribute. So, if you contribute 5% of your paycheck, we’ll match 4% of that.  Free money! 

OUR FAIR HIRING PRACTICES:

At Urgently, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our customers and the communities where we operate. We are an equal opportunity employer which means that employment and advancement at Urgently is based on a person's merit and qualifications.

We do not discriminate against any applicant or employee on the basis of race, ethnicity, color, national origin, ancestry, citizenship, religion, creed, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender, gender identity or expression, physical or mental disability, or any other characteristic protected by federal, state or local law.

You should also know that we adhere to these same principles in all aspects of employment, including, but not limited to, recruitment, hiring, job assignment, compensation, promotion, access to benefits and training, discipline, and termination of employment.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and similar applicable state laws. Please let us know if you need assistance completing any forms or to otherwise participate in the application process

For more information visit www.geturgently.com