What are the responsibilities and job description for the Universal Customer Advisor (Remote-Detroit Area) position at Aston Carter?
Description:
Universal Advisors are responsible for managing the day-to-day contact duties with customers across a wide variety of communication platforms. They are driven to provide support for their team leaders to be successful in building relationships with our customers, other team members, dealership personnel, Field organization, Brand Quality, and various leaders. The end goal is to have a team of highly skilled Advisors who can universally assist customers with any issues related to Customer Assistance, Marketing Support, EV or Connection Center questions, comments, concerns, issues, or feedback.
Shift: Must be available between 8a and 8p, Monday-Friday
Responsibilities include:
* Work together to create a team culture which puts the luxury customer at the center of everything we do while also delivering operational excellence and maintaining an engaging, vibrant workplace.
* Timely case handling while always looking for appropriate and unique solutions for our luxury customers, treat them with empathy and understanding, take initiative to resolve multi-faceted problems which the team is faced with, while ensuring the team leaders and potentially the Senior Advisors have the necessary information on case status, suggestions, and resolutions.
* Technical troubleshooting of inbound calls regarding assistance with vehicle connectivity, Wi-Fi, Infotainment and MyBrand Mobile App.
* Assist other team members as needed in the research and resolution of escalated situations provide root cause analysis and necessary corrective action plan.
* Attend weekly Quality Audits with team leaders to identify opportunities for improved performance, process compliance and customer experience. Deliver feedback to TLs and Senior Advisors on case standing.
* Interface daily with various levels of Call Center and potentially Leadership execute on their directive.
* Exceed expectations with regards to Team KPIs, such as service level, Customer Satisfaction and completed on-time activity metrics.
* Perform administrative duties such as documenting all points of contact, following up with customers, Dealers, Field staff and others as needed, recording all actions taken.
* Drive towards continuous improvement and help carry the team forward to a true Tier 1 Luxury customer experience that exceeds industry standards and sets new bars for performance.
Additional Skills & Qualifications:
Qualifications/Requirements:
* Bachelors Degree preferred or equivalent work experience
* 1 years of experience in automotive customer service-related profession
* 2 years of experience in customer service with luxury experience strongly preferred
* General technical proficiency, problem solving and troubleshooting experience required
* Familiarity with both Android and Apple devices
* Computer navigation and proficiency in Excel, PowerPoint and Word
* Strong reading comprehension and verbal and written communication skills
* Extensive expertise and knowledge of automotive industry
* Expert knowledge of Siebel, Oracle, GM Answers and other tools
* Ability to deal with ambiguity and adapt quickly in a fast-paced environment
* Ability to manage multiple projects/activities within aggressive timelines while still handling customers with empathy and understanding.
About Aston Carter:
Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.
At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.
Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.
