SUMMARY:
A LoJack Dealer Services Representative is a critical part of LoJack’s mission to deliver excellent customer service to all LoJack customers, both internal and external. They strive to provide a personalized service experience that is timely, accurate, and professional every time. The Dealer Services Representative demonstrates a sense of urgency toward their work and owns problems, seeking every avenue to find resolution. They are Customer focused, friendly, courteous, and always demonstrate empathy toward our customers. The position is in a fast paced environment and requires the ability to provide an excellent phone interaction, as well as field a variety of tasks which may include e-mail, fax, and text chat interactions with customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Includes the following and other duties may be assigned.
• Demonstrates clear and polite written and oral communication skills.
• Escalates customer issues appropriately and correctly based on department guidelines.
• Maintains a positive and professional demeanor and portrays the company in a positive light.
• Demonstrates the ability to utilize departmental resources, and has thorough knowledge of policies and procedures.
• Maintains quality and productivity at or above published standards for skill group.
• Actively seeks solutions and identifies trends to appropriate personnel.
• Demonstrates excellent active listening skills and is able to accurately resolve customer concerns in a fast paced environment.
• Ability to navigate in a Windows based, multi application work environment.
• Appropriately handles complaints regarding service, and routes them to the proper personnel for resolution.
• Maintains high quality of work, with excellent attention to detail.
• Works in an hourly position which includes weekdays and weekends.
QUALIFICATIONS:
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.
EDUCATION AND/OR EXPERIENCES:
• Minimum of 2 years customer service experience required.
• Computer skills, specifically in a Windows based environment.
• Excellent navigation skills and ability to learn new applications as necessary.
• Excellent Typing/Data Entry skills (50 WPM minimum).
• Proficiency in Microsoft Outlook and working knowledge of other MS Office applications.
• Ability to work under pressure in a fast-paced environment.
• Significant phone and online customer service experience preferred.
COMPUTER SKILLS:
• Microsoft Office, Windows, and PC knowledge.
• Experience with Customer Relationship Management applications desired.
CERTIFICATES, LICENSES, REGISTRATIONS: N/A.
SUPERVISORY RESPONSIBILITIES: None.
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Benefits:
In addition to challenging career opportunities, LoJack offers highly competitive compensation and benefit packages including medical (BCBS & Delta Dental), 401(k), 100% company funded employee life insurance, short and long term disability, flexible spending account, 529 plan, discounted home and auto insurance, discounts on LoJack products, employee referral incentives, company paid holidays and vacations. |