Essential Functions/Core Responsibilities

• Use problem solving skills, in conjunction with tools and resources, to resolve non-standard and/or escalated issues
• Answer questions independent of decision-support tools; including handling escalated calls from other customer support associates service advisor
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Clarify customer requirements; probe for understanding
• Solve problems or offer solutions that are that are generally unstructured and require extensive clarification
• Maintain in-depth knowledge of client products and/or services
• Prepare complete and accurate work including appr...