[Hiring] Customer Service Representative @VXI Global Solutions

Role Description

As a Customer Relations Representative, you will play an important role in creating positive experiences for automotive customers and dealership teams. Our team partners closely with dealerships while serving as a resource for customers who need assistance with questions, concerns, and issues related to their vehicle ownership experience.

• Engage with customers by answering incoming calls, listening carefully to their questions or concerns, and providing professional, empathetic, and timely assistance.
• Take ownership of customer concerns and work to understand the situation from the customer's perspective while helping identify the best available path toward resolution.
• Work collaboratively with dealerships to help address customer concerns, provide guidance, and coordinate information when dealership involvement is needed.
• Research customer concerns, determine appropriate solutions, and follow through to help ensure issues are addressed effectively and efficiently.
• Provide customers and dealership personnel with guidance related to vehicle recalls and Customer Support Programs, including helping explain available resources and next steps.
• Assist with questions related to warranty parameters and dealership processes, helping customers better understand their options while partnering with dealerships when necessary.
• Assist customers with connected services enrollment, connectivity questions, and troubleshooting.
• Provide support for in-vehicle technology, including phone pairing, multimedia systems, navigation, and other connected vehicle features.
• Utilize internal systems, online resources, reference materials, and available tools to research unique or complex customer concerns and identify accurate, appropriate solutions.
• Navigate multiple software applications and systems while actively listening to customers, documenting information, researching concerns, and communicating solutions.
• When a customer concern requires dealership involvement, work with the appropriate dealership contacts to help facilitate communication and support a successful customer outcome.
• Recognize concerns that require additional review or support and follow established escalation procedures while maintaining ownership of the customer experience.
• Explain processes, technical information, and next steps in a clear and easy-to-understand manner, adapting your communication style to meet each customer's needs.
• Use empathy, patience, and professionalism when interacting with customers who may be frustrated, confused, or experiencing a challenging situation.
• Look for opportunities to make each interaction easier and more positive.
• Accurately document customer interactions, follow established procedures, and ensure information is handled consistently and appropriately.
• Maintain excellent attendance and punctuality to provide reliable and consistent support to our customers and dealership partners.

Qualifications

• A strong communicator who can build rapport and trust with customers and dealership personnel.
• A compassionate and patient problem solver who can listen to a customer's concern and identify the best way to help.
• Comfortable working with technology and learning new software applications and systems.
• Able to research information independently and use available resources to find solutions.
• Detail-oriented and organized, with the ability to manage multiple systems and priorities at the same time.
• Comfortable working in a fast-paced customer service environment where every interaction may bring a different question or challenge.
• Able to remain calm, professional, and solution-focused when working with frustrated or emotional customers.
• Confident working independently while also knowing when to collaborate with teammates or escalate a concern.
• Dependable, accountable, and committed to providing consistent support.
• Motivated by the opportunity to make a difference in someone's experience.
• Extremely detail-oriented to ensure accurate information is being relayed to the customer.

Requirements

• Ability to remain composed and productive during high-volume periods and challenging customer interactions.
• Open to frequent feedback, coaching, and performance discussions.
• Demonstrates accountability for individual results.
• Willing and able to adjust behaviors based on coaching and performance feedback.
• Maintains a positive, professional approach when priorities or expectations change.
• Ability to work independently in a structured remote contact center environment.
• Strong time-management and organizational skills.
• Ability to consistently meet attendance, schedule, quality, and performance expectations.
• Ability to maintain a professional, distraction-free workspace while working.
• Dependable and prepared to begin work and return from scheduled breaks at assigned times.

Benefits

• Competitive Pay: $15 per hour, with opportunities for performance-based incentives.
• Comprehensive Benefits: Medical, dental, and vision insurance options.
• Paid Training: Comprehensive training designed to prepare you for success in the role.
• Referral for Life Program: Opportunities to earn ongoing referral bonuses for eligible employee referrals.
• Career Growth: Opportunities for advancement, professional development, and leadership career pathways.
• Supportive Remote Environment: A collaborative virtual team focused on continuous learning, development, and success.
• Inclusive Culture: VXI is an Equal Opportunity Employer, including individuals with disabilities and veterans.