AutoReturn is a technology-enabled services company relieving cities and police of the day-to-day administration of managing towing operators. We automate what was a manual process for police communication and 911 centers allowing them to focus on other law enforcement activity. The company was founded in 2002 by a team of technology entrepreneurs with deep operational experience. AutoReturn has expanded nationally and has long standing government contracts with San Francisco, San Diego, Concord, Austin, Baltimore, Denver, Indianapolis, Kansas, and Las Vegas.

The "Smart City" movement is aimed at improving how governments increase efficiency by using technology to improve city services and meet residents' needs. One of the most recent smart city examples is how municipalities are turning to AutoReturn. We are thrilled to be a part of this movement and are excited about the opportunity to make a difference in many more cities across the country. We are looking for talented and dedicated team members to join us on our mission. We offer competitive packages, top-tier benefits, and a positive workplace environment and culture.

As a Customer Service Representative, you will be responsible for supporting a high volume of customer walk-ins and calls on a daily basis.


REQUIREMENTS:
Highly developed sense of integrity and commitment to customer satisfaction
Demonstrated passion for excellence with respect to treating and caring for customers
Ability to communicate clearly and professionally, both verbally and in writing
Can handle complaints and unpleasant customers professionally
Has a pleasant and friendly attitude
Strong decision making and analytical abilities
Strong detail orientation and communication/listening skills
Willingness to work a flexible schedule and occasional overtime when needed
A strong work ethic and team player mentality
Must have the ability to multi-task and understand work priorities
Candidate must have a minimum of two years of experience in a customer service field with both phone and face to face contact
Experience with InternetExplorer and Microsoft Office preferred

RESPONSIBILITIES:

Troubleshoot customer issues over the phone or in person
Assist customers with retrieving vehicle(s) out of impound
Input tow slip and inventory data into the operating system
Knowledge of how to register public and dealer for auctions
Understand all documentation required for each situation with a customer and their vehicle
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
Take payment information and other pertinent information such as addresses and phone numbers
Thorough understanding of vehicle and property passes
Ability to handle cash and giving correct change to customers
Work with customer service manager to ensure proper customer service is being delivered
Handle all changes in policies and processes
Work with insurance companies, lien holders, and law enforcement and tow truck drivers regarding vehicles stored at impound
Excellent communication skills with the storage specialist regarding all passes vehicle checks and all other general questions
Maintains customer records by updating account information
Professionally handle requests from customers and ensure that issues are resolved both promptly and thoroughly
Maintain a balance between company policy and customer benefit in decision-making
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer s experience


Associated topics:
call center, client, client service, customer, customer service representative, guest, service call, service representative, telephone, trouble resolution

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