Remote - Consumer Affairs, Customer Care Specialist

About the Role: Join our compassionate Consumer Affairs team as a Remote - Total Case Specialist, (Customer Service Representative) for leading automotive brands in our virtual contact center. In this role, you will handle complex customer cases, from addressing inquiries and warranty coverage to resolving dealership complaints, troubleshooting technical features, and managing vehicle subscription services. You will also provide step-by-step support for issues related to vehicle infotainment systems, ensuring technical problems are resolved efficiently. Your focus will be on investigating customer concerns with empathy, offering thoughtful solutions, and providing personalized care. Your Impact: As a Total Case Specialist, you?ll play a critical role in shaping the customer experience. You?ll guide customers through challenges such as warranty extensions and technical support for features like the Owner?s Portal, Bluetooth, radio, and navigation. By resolving issues with empathy and expertise, you?ll ensure customers feel valued and satisfied, enhancing their overall experience with their vehicle brand. Your efforts will foster trust and long-term loyalty, making a meaningful impact on both customer satisfaction and the overall brand reputation. Your Key Responsibilities Include: ? Empathy in Action: Handle each customer interaction with genuine empathy, and act quickly and compassionately to support customers in stressful situations. ? Case Management & Multi-Tasking Mastery: Take ownership of your cases with sound independent decisions, prioritize your workload for timely follow-ups, multitask effectively, and keep detailed notes while navigating web-based systems. ? Effective Two-way Communication: Communicate empathetically with customers, set clear expectations, keep your word, and collaborate with dealerships, managers, and clients to resolve issues. ? Problem-Solving & De-Escalation Skills: Use critical thinking to resolve challenging complaints, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations. ? Customer Advocate Extraordinaire: Act as a dedicated advocate for customers, ensuring their concerns are fully understood and providing step-by-step support to make them feel heard and cared for. ? Technical Support Expertise: Showcase your technical skills by troubleshooting issues with the vehicle's remote command, Infotainment, navigation, or Bluetooth systems, and offering easy-to-follow instructions for customers of all technical skill levels. Skills and Qualifications: ? Genuine passion for helping others, supported by previous experience in customer-facing or support roles. ? Experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment. ? Self-motivated with the ability to work independently and effectively with minimal supervision in a remote setting. ? Comfortable handling high-volume calls in a structured, metrics-based environment with a focus on meeting and exceeding customer satisfaction goals. ? Strong computer skills, with an average typing speed of 35 words per minute or more. ? Experience with Google Workspace (Docs, Sheets, Slides, Gmail), including the ability to open, create, & edit documents, as well as send emails with attachments, and skilled in navigating web-based CRMs. Position Requirements: ? Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia. ? Availability to work flexible hours, including evenings and weekends, to accommodate varying customer needs and peak call times. ? Must be able to successfully pass a criminal background check. ? Has compatible remote technology, including a home computer, secure high-speed internet, webcam, in-service cell phone, and wired headset. ? * Click HERE to learn more about remote technology requirements! Pay and Benefit Information: ? Pay: $16.50 per hour + up to 4% bonus opportunity ? Benefits: Medical, Dental, Vision, 401K, Tuition Reimbursement, PTO, Career Advancement and more ? Click HERE to learn more about the compensation package Available Training Classes and Production Schedules: ? Start Date 1: Monday, 02/03/2025 ? Training Schedule: 10:00 am to 7:00 pm EST, Monday through Friday for 4 weeks ? Production Shifts: Between the hours of 8:00 am and 9:00 pm EST with various day off options available, full-time only ? Start Date 2: Monday, 02/24/2025 ? Training Schedule: 10:00 am to 7:00 pm EST, Monday through Friday for 6 weeks ? Production Shifts: 8:00 am to 5:00 pm EST or 12:00 pm to 9:00 pm EST Monday through Friday, full-time only ? Start Date 3: Monday, 03/03/2025 ? Training Schedule: 10:00 am to 7:00 pm EST, Monday through Friday for 4 weeks ? Production Shifts: Between the hours of 8:00 am and 9:00 pm EST with various day off options available, full-time only We Want to Hear From You! If you?re passionate about helping others, excel in empathetic communication, and thrive in a work-from-home environment, join our remote Consumer Affairs team to deliver exceptional service to customers. Enjoy world-class virtual training, ongoing remote support, and advancement opportunities. Help customers through complex situations, grow your career, and make a genuine difference?apply now!