30 applicants

Company

Movate · 7 hours ago

White Glove Customer Service – Tier 2 Escalations

United States

Full-time

Remote

Entry Level

$17/hr - $17/hr

1+ years exp

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ConsultingInformation and Communications Technology (ICT)

H1B Sponsor Likely

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Responsibilities

Handle cases involving complex and escalated guest issues

Resolve escalated/complex cases where expectations are clearly expressed to guests, guest follow-up times/dates are agreed upon in advance, and compensation for poor guest experiences are relative to the impact on each guest’s background and needs

Interface with car dealers, guests and other internal business partners to facilitate the diagnosis/repair of vehicle concerns subject to multiple and/or lengthy repair attempts

Conducting research by reviewing vehicle product guides, and interfacing with technical teams and product specialists

Resolve sales experience complaints such as poor showroom or F/I interactions, lease-end issues, delivery condition of sold vehicles, providing education and guidance to guests on sales/finance inquiries

Resolve service experience complaints such as warranty eligibility disputes, issues involving normal vehicle operation, cost of repairs, product liability claims, back-ordered parts, loaner cars, and appointment reservations

Analyze the merits of lemon law claims, support business partners arbitrating such claims, and negotiate settlement terms

Provide expedited handling of guest inquiries received by executives/VIP

Handle communications with executive contacts

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Case ManagementMS OfficeTechnical CommunicationRoot Cause AnalysisKeyboardingContinuous Improvement

Required

High School or GED required

Minimum 1-2 years of demonstrated case management experience

High level Integrity, understand & abide by our business practices

Willingness to learn (LOB specific product/service, policies & processes), execute and improve

Ability to effectively navigate through desktop tools, applications, and websites

Basic Knowledge on MS Office

Ability to express empathy and exhibit a desire to help others

Excellent Problem-solving skills with proficiency in identifying issues by performing Root cause analysis

Ability to de-escalate difficult guest issues to full resolution

Strong time management and organizational skills to ensure smooth and seamless operations.

Proficiency in keyboarding (35+wpm), Windows-based applications, internet and web browsing

Ability to craft professional, business-appropriate emails to guests, dealerships, and internal business units

Display critical thinking skills and resourcefulness to create unique action plans that are based on each guest’s specific request and pre-existing case history

Ability to document a case’s file properly, provide succinct memos to the case that clearly detail the case manager’s interactions, and attaching properly described files to the case

Ability to work with a high sense of urgency

Ability to spot and report areas for continuous process improvement

Must possess excellent oral and written communication skills in English

Ability to express precisely and with clarity

Excellent listening & Probing Skills

Provide case handling that is unique and based on each individual guest’s specific needs and schedule

Focus on creating a satisfying experience for the guest by using professional customer service techniques, personalizing and focusing on adding value

Ability to cope with stress and to remain calm in all guest service situations - remain patient, polite and provide excellent customer service

Preferred

Knowledge on Product/Service life cycle in Automobile or Luxury Brand industry

Benefits

401(k)

Dental insurance

Flexible schedule

Health insurance

On-the-job training

Paid time off

Referral program

Vision insurance

Work from home

Company

Movate

Glassdoor

3.4

Movate a Human-Centered Technology and Experiences Company.

Founded in 1996

San Jose, California, USA

10001+ employees

https://www.movate.com/

H1B Sponsorship

Movate has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (23)

2022 (2)