Job Summary – The Jetta customer service representative is responsible for communicating with customers, gaining new sales opportunities and converting them into ongoing customers through relationship building, follow-up with current customers, understanding customer needs, and identifying new sales opportunities.
Essential Job Functions
- Handle all levels of customer service inquiries and issues with professionalism and efficiency, proactively anticipating and addressing customer needs, ensuring a positive resolution.
- Work in showroom to provide direct customer support, assist with product selection and inquiries, and ensure a high-quality customer experience.
- Develop and nurture relationships with existing clients, employ active listening skills to understand their needs and achieve positive outcomes and business growth.
- Troubleshoot and resolve complex or escalated customer issues, collaborating with other departments as necessary to ensure timely and effective solutions.
- Provide exceptional, personalized service to high-end clients, maintaining the highest standards of customer care.
- Utilize the ticketing system to track, prioritize, and resolve customer service experience.
- Provide feedback to optimize chatbot interactions that enhance customer service experience.
- Identify opportunities to improve customer service processes and contribute to the development and implementation of best practices.
- Maintain accurate records of customer interactions and issues and generate reports to track performance and identify trends.
- Provide guidance and support to junior customer service team members, fostering a collaborative and high-performance culture.
Essential Knowledge, Skills, and Abilities
- Ability to maintain a strong customer-centric approach in service delivery, putting customer need at the forefront of decision-making.
- Exceptional active listening, critical thinking, and logic-based problem resolution and decision-making skills.
- Ability to manage multiple priorities with a keen attention to detail.
- Proficiency in multi-tasking with keen attention to detail.
- Strong technical skills encompassing CRM, ERP, Chatbots and Microsoft Office.
- Comfortable with making independent decisions.
- Professional verbal and written communication skills.
- Excellent organizational and time management abilities.
- Strong interpersonal skills to collaborate effectively with diverse teams.
- Demonstrated dependability through consistent attendance and adherence to timelines.
- Willingness to pursue ongoing knowledge and skill development.
Other Eligibility Qualifications
- Five years of relevant work experience with at least two years in an elevated service role.
- Professional Appearance.
- Legally eligible to work in the United States.
- Must clear pre-employment drug screening.
- Able to clear a pre-employment background check within Company set parameters.