Customer Care Coordinator
Mitsubishi Motors North America, Inc.
Location: Franklin Tennessee
Time: 5 months ago
- Efficiently handle incoming customer calls, gathering and probing for necessary details to resolve customer inquiries and concerns.
- Listen actively and attentively to customer concerns, displaying empathy and accurate knowledge to exceed expectations.
- Utilize call scripts effectively to address specific call types.
- De-escalate conflicts with patience and provide necessary support to dissatisfied customers.
- Guide customers in operating vehicle features using available resources.
- Maintain high availability for inbound calls, emails, and other communication channels.
- Escalate cases to Level Two Case Managers following department guidelines.
- Accurately update customer information in CRM system and document call details.
- Refer customers to appropriate resources for further assistance.
- Provide information on dealership operations, vehicle maintenance, warranties, and Mitsubishi programs.
- Generate excitement and encourage engagement with Mitsubishi products and dealerships.
- Escalate concerns to the Supervisor as needed for customer satisfaction.
- Hybrid work setup: Required in-office presence Tuesday to Thursday for the first 90 days, followed by mostly remote work with designated office days as determined by management.
- Maintain regular full-time attendance of 8 hours daily, 7am-4pm, Monday-Friday.
- Perform additional duties as assigned to achieve work unit goals.
Required Qualifications:
- 1+ years of college experience or equivalent work experience.
- 1+ years of previous customer service experience, handling inbound calls/emails (preferably in a call center environment), or similar fast paced environment.
- Strong written and verbal communication abilities.
- Excellent customer service skills.
- Capacity to manage heavy volumes with sound judgment and decision-making prowess.
Desired Qualifications:
- Previous contact center experience handling chat.
Perks and Benefits:
- Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
- Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
- Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
- Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
- Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
- Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.
Pay Transparency:
The base salary for this position ranges between $19 to $21/hour. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.
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