Job Title:

Advisor 2

Job Description

The Advisor II, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services.

REIMAGINE YOUR CAREER

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Happiest Employees,” and “Best Companies for Career Growth” awards every year? Then a Customer Service Representative position at Concentrix is just the right place for you!

As a Customer Service Representative, you’ll join an organically diverse team from 40 countries where ALL members contribute and support each other’s success and well-being, united as “One Concentrix.” Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences (CX), ongoing innovation, and the most cutting-edge technologies. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing exceptional customer service experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE 

As a Customer Service Representative at Concentrix, you will:

Receive inbound calls and/or requests from dealerships, regions, clients and other external contactsRespond to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service second to none! Access and update secured or sensitive data in internal and external databasesMaintains professional relationships with customers and business partners (both internal and external)Processes, approves or denies claims in accordance with OEM program guidelinesAbility to keep all Personally Identifiable Information (PII) secured at all timesTracks the status of claim documentation received and processedProvides information, data, and direction as requiredRequires an understanding of the program, process and client requirements, database understanding and on-line accessEscalates appropriate problems to Team Lead/ Sr. Team Lead.Performs follow-up on existing claims and closes claim as appropriatePerforms tasks as requested by TL.Able to navigate computer programs through multiple screens.Understands and applies policies and procedures associated within the departmentRequired to meet specific performance standardsMay perform some outbound follow up as requiredReads and researches relevant materials and resources to stay current with program knowledgeAble to complete detailed report proofing in a timely mannerPerforms general administrative duties of the departmentThis position requires strict adherence to the company tardiness and absenteeism policyThis position is required to maintain a high level of confidentiality in all dutiesDeliver expert customer experiences…with a smile.
 

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Customer Service Representative role include:

Accurate proofing and approval of internal and external data and reports.Identify and appropriately escalate concerns with recommendation for resolution.Analytical ability to review information for quality verification. Problem solving and appropriate escalation/communication. Maintain and work within deliverable dates and timelines. Seek out opportunities to leverage best practices to meet requirements in an efficient and effective manner.Develop and maintain relationship with I/T, PM and Client.Research client inquiries as appropriate.Create work instructions/process flows.Work with IT on file maintenance issues.Work independently with little or no direction to complete tasks.Flexibility in schedule to proactively accommodate shift in business needs without advanced notice.Schedule could vary based on program need.Provide daily leadership, guidance/assistance and support to department personnel.Any additional duties as assigned by Management.Associates Degree or equivalent from a two-year college or technical school or equivalent experience and/or training.Minimum 3 Year experience in customer relations. Experience working with Automotive/Dealerships is preferredIntermediate in Microsoft Office specifically including:  Word, Excel, OutlookProblem-solving skills, detail oriented, ability to work independently and under pressure. Must be self-starter able to prioritize tasks, to meet deadlines and production schedules.General data entry and ability to use the following software packages:  Microsoft Internet Explorer, Word, Excel and Outlook.Strong analytical and problem-solving skills to review and trouble shoot data, reporting and incentive claim processing and payment history. Must be flexible, detail oriented, organized, able to multi-task, analyze data and dealer concerns and possess strong customer service and communication (written and verbal) skills.Problem-solving skills, detail oriented with an ability to work independently and under pressure.  Must be a self-starter able to prioritize tasks, to meet deadlines and production schedules.Must reside in the United States or have a valid U.S. address for residence

WHAT’S IN IT FOR YOU
 

One of our Concentrix Culture Statements says, “We are fanatical about our staff.” That’s why we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

Paid training wage rate is $16 per hourLucrative employee referral bonus opportunitiesCompany networking and leadership opportunities with organized groups in the following topics: Professional Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), and Health and Wellness401K with company match; paid PTO and holidays; medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP)Health and wellness programs with trained partners to help promote a healthy youMentorship programs that support your rewarding career journey A modern, state-of-the-art office setting with advanced technologies and a great teamPrograms and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support

REIMAGINE THE BEST VERSION OF YOU! 
 

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 400,000 people around the globe call Concentrix their “employer of choice” – proudly united as “One Concentrix.”

Location:

USA Farmington Hills MI

Language Requirements:

English

Time Type:

Full time

​Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Eligibility to Work:

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

Where Job May be Performed:

Currently, this position may be performed only in the states listed here.

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:

•English

•Spanish

To request a reasonable accommodation please click here.

If you wish to review the Affirmative Action Plan, please click here.