Customer Success Agent

Reports to: Customer Success Supervisor

The Role

Primary support for JD Power Valuation customers. Provide customers with product information and insight. Resolving customers inquiries. Offering additional JD Power solutions.

The Impact

Brings value to the JD Power customers and ensures the success of the JD Power Valuation product lines.

Responsibilities

• Primary Duties and Responsibilities:
• Field incoming requests from customers via telephone, email, and chat in a

• Build positive rapport, productive, professional customer and internal team

• Develop a strong product understanding focusing on maximizing usage and

• Combined with your product knowledge and customer service skills, strive to

• Process customer payment details in a PCI compliant manner. Field billing and

• Triage, research, diagnose, prioritize, escalate, and resolve how to, technical,

• Collaborate with cross functional teams including warm transfers to account

• Solicit and field customer feedback information and initiatives
• Outbound campaign support by phone calls and emails as a follow-up to

• Give guidance to customers across a suite of products. Communicate thoughtful

• Show composure, resilience and flexibility as customer needs evolve and case

• Manage client communications and internal communications until resolution
• Document all client interactions, errors and suggestions in CRM and trouble

• Report customer and process status’s to team, manager and other departments as

• Support an ongoing learning culture
• Provide gold level customer service
• Other duties as required by the position

• Customer Service 2 plus years
• Industry experience in…automotive a plus, not required
• Software experience in MS office suite

The Career Opportunity

What is the growth opportunity for this role in terms of learning/development and career path within the organization?

The Team / The Business

What kind of team are they joining and why should they want to be a part of the business and its culture

Our Hiring Manager Says

HM opportunity to put the pitch in their own words…”I’m looking for the kind of person who…”

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.?

Company Mission?

J.D. Power is?clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.??

Our Values?

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.??

Truth Finders - At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals,?each and every?member of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards – the only ‘favorite’ we have is the truth.??

Change Makers - At J.D. Power, we never stand still. We constantly seek better ways – innovating and evolving in everything we do to support our colleagues and our clients alike – and all in service of delivering data and insights that drive meaningful business impact.??

Team Driven -?At J.D. Power, we are one?team?and we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts.?At J.D. Power, these values are more than words. We bring these values to life throughout our organization through our employee event series — J.D. Power Values Days. Each quarter, we celebrate one of our core values and hold an annual event to celebrate our combined values at the end of the year.?

We are dedicated to leveraging comprehensive and equitable practices which contribute to the overall success of the company and its employees. We invite you to learn more about our DE&I efforts.??

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J.D. Power is an equal opportunity employer and compliant with AODA/ADA legislation.? If you require?accommodations?during the recruitment and selection process, please specify.?

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