Position Summary: In this dynamic role, you will provide direct support to Suzuki retail customers and dealers, handling concerns in a way that benefits all parties. This position requires strong communication abilities, exceptional customer service skills, and a proactive approach to problem-solving. You will work closely with both internal and external teams to research, analyze, and resolve time-sensitive tasks efficiently. Additionally, you will be responsible for following up on sales and service emails and managing social media feedback, ensuring a positive and unified customer experience.
Key Responsibilities: - Serve as the primary contact for customer inquiries via email and phone.
- Actively listen to customer concerns, resolve issues when possible, and escalate complex matters when necessary.
- Provide prompt, clear, and professional responses to customer inquiries.
- Accurately record and update customer information in our systems.
- Maintain organized records of all customer interactions.
- Collaborate with department supervisors and teams to identify solutions and resolve complex issues.
- Focus on providing solutions rather than excuses to ensure customer satisfaction.
- Follow up on sales and service emails to ensure timely and effective communication.
- Monitor social media platforms for negative posts and feedback, addressing concerns and escalating when appropriate.
Required Qualifications: - Strong grammar, punctuation, and spelling skills.
- High school diploma or equivalent.
- Basic understanding of customer service principles and best practices.
- Basic computer proficiency: ability to navigate systems, type 30+ words per minute, and multitask.
- Excellent written and verbal communication skills.
- High attention to detail and thorough documentation.
- Ability to tailor customer interactions for a personalized experience.
- Self-motivated, confident, and solutions-oriented.
- Friendly, adaptable, and professional demeanor at all times.
- Strong troubleshooting abilities with a positive attitude under pressure.
Preferred Qualifications: - At least 1 year of experience in a customer service-related role.
- At least 1 year of call center experience.
- Bilingual in English and Spanish is a plus.
If you are passionate about providing exceptional customer service and thrive in a dynamic, collaborative environment, we encourage you to apply.
Equal Opportunity Employer
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