hybrid schedule (3 days in office/ 2 days remote)Description:Customer Service Representative II - Customer SupportThis position will be responsible for communicating Product Improvement Plan (PIP) information between the factories and the client Dealers.Skill Set Requirements:Effective writing skills, including grammatical usage, pervasive copy and styleWork experience in a team environmentShould have demonstrated work experience in a Customer Service-related fieldMust have high level of attention to detailMust have strong communication skillsShould have experience with using Excel, Word, OneNote and OutlookSoft skills are most important (good communication skills by email or phone; proactive; willing to learn). Will use ServiceNow. Should be capable of learning software applications.Major PurposeProvides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff.Major DutiesProvide advanced product/service information and respond to basic customer questions about the product/service.Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.Provide exceptional service to customers to encourage continued use of the organization's products/services.Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.Skills, Abilities, KnowledgeCustomer-Focused ApproachLeverages Digital Communications with CustomersMasters Service ConversationsNavigates Customer ChallengesStrengthens Customer ConnectionsBuilds Customer LoyaltyIn-Depth QuestioningInitiates Compelling Sales ConversationsService Into SalesBuilds RapportKnows the Buying InfluencesManages Buyer IndifferenceUnderstands Issues/MotivationsEducationPost-Secondary Non-Tertiary EducationWork ExperienceSound experience and understanding of straightforward procedures or systems (7 to 12 months)Very limited (0 to 3 months)Notes:This team is currently working a hybrid schedule (3 days in office/ 2 days remote) VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Customer Service Representative II - Customer SupportThis position will be responsible for communicating Product Improvement Plan (PIP) information between the factories and the client Dealers.Skill Set Requirements:Effective writing skills, including grammatical usage, pervasive copy and styleWork experience in a team environmentShould have demonstrated work experience in a Customer Service-related fieldMust have high level of attention to detailMust have strong communication skillsShould have experience with using Excel, Word, OneNote and OutlookSoft skills are most important (good communication skills by email or phone; proactive; willing to learn). Will use ServiceNow. Should be capable of learning software applications.Major PurposeProvides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff.Major DutiesProvide advanced product/service information and respond to basic customer questions about the product/service.Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.Provide exceptional service to customers to encourage continued use of the organization's products/services.Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.Skills, Abilities, KnowledgeCustomer-Focused ApproachLeverages Digital Communications with CustomersMasters Service ConversationsNavigates Customer ChallengesStrengthens Customer ConnectionsBuilds Customer LoyaltyIn-Depth QuestioningInitiates Compelling Sales ConversationsService Into SalesBuilds RapportKnows the Buying InfluencesManages Buyer IndifferenceUnderstands Issues/MotivationsEducationPost-Secondary Non-Tertiary EducationWork ExperienceSound experience and understanding of straightforward procedures or systems (7 to 12 months)Very limited (0 to 3 months)Notes:This team is currently working a hybrid schedule (3 days in office/ 2 days remote)
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