Job Description

Stefanini Group is hiring!

Stefanini is looking for a Customer Service Representative in Greensboro, NC

For quick Apply, please reach out and send your resume to Shaina.Pasay@stefanini.com

Description:

Action Service takes care of customers across North America by getting them back on the road quickly if they experience a breakdown or need any other type of assistance. We follow up the status of the breakdown and negotiate solutions to logistic and technical problems. We strive for customer success and take problem solving to the next level. Our team is located at the heart of Uptime Center in Greensboro, North Carolina. Our colleagues have vast backgrounds and experience, and we operate 24/7 365 days a year.

You will be a key member of the Action Service team providing excellent customer service in a fast-paced high-volume call center. The primary focus of the job is delivering the ultimate experience for our customers in the event of a breakdown. This includes managing to our customers' expectations and unique profile requirements, dispatch service and follow up with the service provider to find solutions to get trucks back on the road. Delivering an exceptional customer service is something we pride ourselves on which also gives our customers a long-lasting impression of our brand.

Responsibilities:

Promptly answer and accurately document and respond to customers' requests from incoming phone calls regarding roadside assistance or other inquiries while demonstrating a pleasant and professional phone etiquette. Deliver extraordinary customer service to customers, using sound business judgment. Listen and probe for additional information as necessary.
Accurately document inquiries in case management tools to ensure a fully transparent and seamless customer experience. Keep interested parties informed during the entire breakdown event. Assist customers utilizing provided tools, resources and systems and follow standard documented operating procedures to ensure a consistent customer experience.
Coordinate with customers, dealers, and tow vendors during a breakdown event. Provide ETA and ensure timely follow ups and manage cases to completion. Ensure required information is captured and adhere to set standards to exceed customer expectations. Be able to locate, understand and provide technical specification information as well as warranty information as needed.
Collaborative and build team relationships with peers and colleagues to effectively contribute to the working groups achievement of goals, and to help foster a positive work environment.
Active participation in the development of the team including its working procedures and environment.
Establish and maintain relationships with appropriate individuals and/or groups to ensure success in daily activities supporting our customers and the team overall.
Provide excellent customer service and problem solving in end to end case management if issues arise with services provided, case financials or customer inquiries. This includes proper customer and dealer follow-up to promote excellent and ongoing communication in the service event.
Address customer complaints effectively during case coordination and know when escalation to team lead is necessary to ensure timely case progression. Make sound decisions concerning the prioritization of service (e.g., safety concern). Identify situations that require special handling and coordinate with the supervisor and/or manager.
Perform any other tasks as needed and directed by supervisory and/or management staff.

Critical Competencies:

Customer Service
Problem Solving
Analytical Thinking
Leadership (lead by example)
Conflict Resolution
Business and Customer Focus- great disposition
Communication- Strong written and verbal communication skills
Strong Data entry and computer skills
Conceptual Thinking
Flexibility- Ability to prioritize and multi-task
Information Seeking
Initiative (self-motivated)
Learning from Experience
Self-Control
Teamwork - Strong interpersonal skills
Excellent Negotiation skills
Strong Documentation tendencies and capabilities.

Essential Education/Training and Certificates:

Bachelor's degree is preferred.
1-2 years of customer service / technical support experience preferred.
Solid understanding of Microsoft operating systems.
Strong organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment while effectively documenting important facts in our case management system.
Innovative problem solving, research, motivational, teambuilding and analytical skills.
Automotive associate degree is preferred or automotive/heavy duty diesel repair experience.
Ability to sit for extended periods of time while using a computer and other devices.

Five shifts support the 24/7, 365 days a year working hours; Available shifts:

Shift: 11 pm- 8 am
Shift: 5am-2pm
Shift: 8am-5pm
Shift: 12pm-9pm
Shift: 3pm - 12 am

Weekend rotations are expected. Possibility of a hybrid work environment after onsite training.

Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives.

Stefanini takes pride in hiring top talent and developing relationships with our future employees. Our talent acquisition teams will never make an offer of employment without having a phone conversation with you. Those face-to-face conversations will involve a description of the job for which you have applied. We also speak with you about the process including interviews and job offers.

About Stefanini Group

The Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application, and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like the Americas, Europe, Africa, and Asia, and more than 400 clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting company with a global presence. We are CMM Level 5 company.

Job Type: Full-time

Salary: $19.50 per hour

Expected hours: 40 per week

Benefits:

Health insurance
Paid time off

Experience level:

3 years

Shift:

Rotating shift

Weekly day range:

Monday to Friday
Rotating weekends

Work setting:

Call center
In-person
Office

Application Question(s):

The job may require occasional weekend shifts and flexibility in working hours. Are you available to work according to the specified shift schedules and weekend rotations?
Do you have experience with coordinating with customers, dealers, and tow vendors during breakdown events?
Which shift do you prefer? Or are you comfortable with any of the shifts provided?

Shift A: 11 pm- 8 am
Shift B: 5am-2pm
Shift C: 8am-5pm
Shift D: 12pm-9pm
Shift E: 3pm - 12 am

Ability to Relocate: