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National MINI Motorer Relations Representative
Ref No.: 18-01695
Location: Woodcliff Lake, New Jersey

JOB DESCRIPTION

• The review of inbound inquiries and complaints (via telephone, email, Internet, written correspondence or escalated matters from the Call Center regarding client  products, dealers, parts, service, sales, etc.
• Responding to a customer's within ONE business day.
• Researching the background of the contact with appropriate client Group dealer personnel and investigate service history through repair orders, Customer Central, Warranty System and other resources.
• Continuation of ongoing customer contact every FIVE working days or less, as required.
• Ensuring the highest level of customer satisfaction by effective and accurate case management.
• Daily interactions with Field Teams and client Group Dealers to encourage satisfactory resolution of customer complaints.
• Embrace, promote and sustain the delivery of a World Class Customer Service Experience.
• Using initiative and best professional judgment in decision making processes.
• Working closely with the associate's Team Lead to provide status updates and reports as required.
• To foster and renew existing customer relationships by regular time sensitive communication, throughout the lifetime of an assigned Case.


QUALIFICATION
• keyboarding speed of 45 wpm,
• ability to effectively compose written correspondence,
• strong verbal and presentation skills,
• proficiency in MS Word and Outlook.
• Willingness to be flexible and adaptable to changing priorities
• Candidates must have 2-3 years customer relations experience and the ability to work effectively and independently in a demanding environment.
• Bachelor's degree preferred; high school diploma or equivalent
• Willingness to be flexible and adaptable to changing priorities