Job Description - Sr. Associate, Customer Care TEV+ (MER0003FYS) About Us Mercedes-Benz USA, headquartered in Atlanta, GA, is one of Fortune's 100 Best Companies to Work For. Mercedes-Benz USA is responsible for the sales, marketing, and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.
Job Overview The Premium Vehicle Support Representative will play a key role in brand loyalty and customer satisfaction of some of MBUSA's most valued vehicle owners. Specifically, supports inbound calls for Maybach and EQ customers and assists with a broad scale of topics. Reps will support with topics including (but not limited to) roadside assistance, basic troubleshooting, and general inquiries.
Responsibilities Effectively handle multiple call types depending on need and have the flexibility to swap between customer inquiry subjects within the same working shift. Possible call topics include but are not limited to: Customer Care, Roadside Assistance, Warranty Services, Dealer Assistance, Parts Assistance, Product & Service inquiries, Survey & Follow-up, Sales and Technical Literature inquiries, Manufacturer and Extended Limited Warranty, Prepaid Maintenance questions, etc.Accurately document and update customer/vehicle information and complete recording of customer contact with corrections/updates as required.Interact with dealer personnel/third party partners in order to resolve customer concerns, follow up on roadside dispatches, etc. Clarify procedures, and other related follow up on customer queries.Assist department with mentoring of new hires when required, responsible for attending departmental training classes when offered.Responsible for reviewing and responding to e-mails in a timely manner.Respond to customer concerns regarding assistance and escalate as needed including issue trends with vehicles.Provide service recovery follow up calls as needed for poor CSAT reviews.Qualifications Strong listening and communication skills.Multi-tasking ability.Excellent problem solving capabilities.Computer and typing experience (25 words per minute typing requirement).Work holidays and weekends as scheduled.Excellent follow up and probing skills.Specific attention to details/accuracy.Ability to remain motivated and work in a fast-paced work environment.Ability to maintain composure under pressure.Additional Information Must be able to work flexible hours/work schedule.Work weekends and Holidays when required.EEO Statement Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.
OrganizationPrimary LocationOrganization: Mercedes-Benz USA, LLC
Primary Location: United States of America-Georgia-Atlanta
Work Locations: One Mercedes-Benz Drive, Atlanta, 30328
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