Description:

Essential Duties and Responsibilities:
-Maintains composure while de-escalating customer issues
-Maintains and updates customers information in a case management system
-Tracks chat related information for auditing & reporting purposes
-Provide first level website technical support
-Follows up on outstanding items to issue completion
-Document each customer interaction in a case management system
-Meet or exceed company set targets for calls/chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores
-Provide guidance through the Multinational Automotive Giant online shopping experience
-Work with external shipping contractors to assist customers with domestic issues and claims
-Address and resolve post-order questions regarding shipping, billing, and delivery
-Partner with other departments and store team members to resolve customers concerns
-Responsible for working incoming cases
-Responsible for additional back office/offline work per business needs
-Provide knowledgeable answers to questions about products, pricing and availability
-Maintain Multinational Automotive Giant product and policy knowledge
-Notify business partners of errors on the website
-Complete training courses by company set due date