Job Details

Job Details

Business Analyst - EC1294

Job Code Number

324096386

Job Description

27.55 per hour

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

Organization Profile

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Job Summary

Organization

TEC Group Inc

Location

Auburn Hills, MI 48326

Job Code Number

324096386

Positions Available

Expiration Date

9/30/2025

O*NET Code

13-1161.00

O*NET Occupation

Market Research Analysts and Marketing Specialists

Pay Range

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Job Details

Business Analyst - EC1294

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Job Summary

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