Job Details
Sorry, this job is not active!
Business Analyst
Job Code Number
294959221
Job Description
V2Soft is a global leader in IT services and business solutions, delivering innovative and cost-effective technology solutions worldwide since 1998. We have headquartered in Bloomfield Hills, MI and have 16 offices spread across six countries. We partner with Fortune 500 companies to address complex business challenges. Our services span AI, IT staffing, cloud computing, engineering, mobility, testing, and more. Certified with CMMI Level 3 and ISO standards, V2Soft is committed to quality and security. Beyond our work, we actively support local communities and non-profits, reflecting our core values. Join us to be part of a dynamic and impactful global company!
Please visit us at www.v2soft.com to know more.
Description:
A small number of customers may contact organizations senior leadership, including members of the Board of Directors (BOD), Top Executive Team or the Executive leader of a specific organization Brand or function, directly with a complaint. These customers may have already interacted with Customer Care or a company dealership and are looking to escalate their complaint to a higher authority. These customers will be handled by a Top Care Executive Referrals Manager.
The Executive Referrals Manager will resolve these often complex and emotional complaints in a way that the customer will have no need to again contact the organizations leadership team, protecting the customer brand reputation and improving the customer experience.
Activities to manage include, but are not limited to:
• Receive escalated cases received by top management
• Route cases received for other regions/brands to the appropriate Top Care team
• Investigate the customer’s request for support and carry out research as required using company systems and processes
• Facilitate all necessary actions to bring the case to resolution
• Work with the organizations dealer network to find a solution
• Escalate to internal corporate organizations, as required, in order to provide the customer with the information or solution to resolve the request
• Agree on an action plan and then follow through to conclusion using closed-loop case management
• Provide updates if/as requested by the referring party
Requirements:
• Bachelor's Degree
• 5 + years professional working experience
• Positive attitude and a passion for customer care; personifies 'willingness to help'
• Ability to be patient and friendly with all types of customers
• Flexibility and adaptability to work in a fast-paced environment; prioritize and manage own workload
• Ability to prioritize conflicting workload to satisfy customers under time pressure
• Ability to troubleshoot issues and provide clear and concise directions to customers
• Excellent written and verbal communication skills, responding with appropriate feedback
• Demonstrated ability or aptitude to understand automotive/technical issues and terminology
• Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
• Competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome
• Ability to learn, use and manage internal/proprietary applications in support of customer handling
• Ability to build relationships and collaborate with dealer personnel and internal stakeholders
• Ability to work a flexible schedule
Preferred Requirements:
• 2+ years of customer service experience preferably in a contact center or dealership.
• Previous experience with other premium brands, luxury hospitality or retail.
• Experience with cloud-based CRM and telephony tools.
Additional Information / Must Have's:
Someone with 2-3 years customer service background, preferably in an automotive setting.
Someone with excellent communication skills.
Someone who is motivated, can think on their feet and is a good decision maker.
Someone who is comfortable working with executive leadership
Someone who is a quick learner
Onsite: 3 -5 days per week
A Client vehicle is not required for the job.
No Travel
V2Soft is an Equal Opportunity Employer (EOE). We welcome applicants from all backgrounds, including individuals with disabilities and veterans.
https://www.v2soft.com/careers - to view all of our open opportunities and to learn more about our benefits.
