Contact Center Quality Analyst jobs in Rochester, NY

Department:     Contact Center 

Reports To:    Operations Manager

Status:        Non-Exempt

Description:   The contact center agent is responsible for communicating with customers through all communication channels by responding to questions, vehicle part inquiries, troubleshooting problems, and providing information about the company's products and services.  Additionally, they are responsible for ensuring the growth of company vehicle inventory by providing quotes and encouraging all customers to sell their vehicles to any Wilbert’s entity. The contact center agent should be highly motivated, analytical, and goal-oriented to be successful in this role. 

Duties and Responsibilities include the following.  Other duties may be assigned.  

• Handles a large volume of inbound and outbound calls in a timely manner

• Provides exceptional customer service to customers and vendors over the phone, via e-mail, text, and web chat while providing quotes and arranging the purchase of vehicles for Wilbert’s facilities.

• Maintains accuracy in the documentation of vehicle information into the proprietary program ARTHUR and Wilbert’s Purchasing database.

• Consistently displays a proactive mindset to identify issues and opportunities in order to best communicate with customers.

• Communicates and documents appointments with customers and/or contract tow vendors for vehicle pick-ups.

• Actively pursues leads and potential vehicle sources to ensure vehicle inventory is continuously flowing and increasing.

• Ensures compliance with organizational, state, and federal vehicle purchasing policies, procedures, and regulations. 

• Follows all safety policies and procedures.

• Other duties as assigned. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Education/Experience:

High school diploma or general education degree (GED); or equivalent combination of education and experience.  Experience or knowledge in the automotive industry.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit for an extended period of time, use hands, and talk or hear.  The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must be able to lift and/or move up to 50 pounds.  The employee must occasionally lift and/or move up to 100 pounds.  For heavier merchandise lifting devices and/or assistance is required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to work near moving mechanical parts, fumes or airborne particles, and outdoor weather conditions.  This is a smoke free environment for safety reasons.

The noise level in the work environment is usually loud.

Disclaimer:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Equal Employment:

Wilbert's is an equal employment organization that hires employees without regard to race, religion, color, national origin, citizenship, gender, age, veteran status, disability in accordance with Federal, State and Local employment laws.