Customer Success Agent - Temporary

The Role: 

This is a customer support role which includes sales and client relations. It directly contributes to the achievement of J.D. Power automotive sales targets through data sales and client support.

The Impact:

This candidate will have the opportunity to provide gold level customer service to all clients and customers by upholding J.D. Power's Values.

Responsibilities:

• Field incoming requests from customers via telephone, email, and chat in a
  professional and effective manner representing our company brand to the highest
  standards
• Build positive rapport, productive, professional customer and internal team
  relationships and develop an in depth understanding of customer needs.
• Develop a strong product understanding focusing on maximizing usage and
  identifying product upgrade and upsell opportunities.
• Combined with your product knowledge and customer service skills, strive to
  retain at risk customers
• Process customer payment details in a PCI compliant manner. Field billing and
  refund related questions and suggest solution focused options
• Triage, research, diagnose, prioritize, escalate, and resolve how to, technical,
  product and user administration questions and issues.
• Collaborate with cross functional teams including warm transfers to account
  executives, business development, accounting, and next level technical teams
• Solicit and field customer feedback information and initiatives
• Outbound campaign support by phone calls and emails as a follow-up to
  marketing and sales initiatives promoting product, upgrades and upsell
  opportunities
• Give guidance to customers across a suite of products. Communicate thoughtful
  solutions that help customers move forward and grow their business.
• Show composure, resilience and flexibility as customer needs evolve and case
  volumes change
• Manage client communications and internal communications until resolution
• Document all client interactions, errors and suggestions in CRM and trouble
  ticket systems
• Report customer and process status’s to team, manager and other departments as
  needed
• Support an ongoing learning culture
• Other duties as required by the position

Qualifications:

• 2-3 years customer service in a contact center or remote work
• Auto a bonus, though not required
• Above platforms as well as Microsoft suite of office products

The Career Opportunity: 

Lots of room to grow into management positions within the organization.

The Team / The Business: 

Joining a fast-paced and highly independent team of automotive and customer service professionals. We support a vast product line that our customers utilize to provide vehicle values. This role is unique, in that it will touch a wide variety of customers and products.

Our Hiring Manager says:

Enjoys the challenge of solving complex customer service issues with a client driven approach. The ideal candidate is also comfortable working in a remote team environment with support from their teammates.

J.D. Power is a global leader in consumer insights, data, analytics, and advisory services that helps clients drive growth and profitability. The company’s industry benchmarks and reputation for independence and integrity have established it as one of the world’s most well-known and trusted brands.

Truth that Transforms: At J.D. Power, we amplify the voice of the consumer, and help brands improve the value of their products and services. Our capabilities empower everyone in the global commerce ecosystem, enabling better purchase decisions – and better business results. We understand that the customer experience is vital and that simply measuring it is not enough. Our analysts focus on driving results that improve customer loyalty and advocacy. Our success is driven by how much we help companies improve the customer experience. But data is only as powerful as the analysis and insights tied to it—and we put that power in the hands of our clients through our interactive reporting platforms. The data, analytics, insights, best practices, and action plans clients need are available whenever and wherever they need them, to help them make data-driven decisions that will improve their customer experience and drive positive financial results.

J.D. Power’s recruitment efforts are aligned with the company's commitment to provide opportunities rooted in diversity, inclusion, and equality.

Our Vision: To be the leader in providing advanced data solutions that empower industry transformation.

Our Mission: We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.

Our Values: We are Truth Finders, Change Makers and Team Driven.

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.

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.

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

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