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. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold our corporate values.
Job Overview The Premium Vehicle Support Representative will play a key role in brand loyalty and customer satisfaction for some of MBUSA's most valued vehicle owners. Specifically, this role supports inbound calls for Maybach and EQ customers and assists with a broad range of topics.
Responsibilities Effectively handle multiple call types and have the flexibility to swap between customer inquiry subjects within the same working shift. Possible call topics include: Customer Care, Roadside Assistance, Warranty Services, Dealer Assistance, Parts Assistance, Product & Service inquiries, and more.Accurately document and update customer/vehicle information and complete recordings of customer contact with corrections/updates as required.Interact with dealer personnel/third-party partners to resolve customer concerns and follow up on roadside dispatches.Assist department with mentoring of new hires when required and attend departmental training classes when offered.Review and respond to e-mails in a timely manner.Respond to customer concerns regarding assistance and escalate as needed.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).Ability to work holidays and weekends as scheduled.Excellent follow-up and probing skills.Specific attention to detail and accuracy.Ability to remain motivated and work in a fast-paced 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 any characteristic protected by law.
OrganizationMercedes-Benz USA, LLC
Primary LocationUnited States of America-Georgia-Atlanta
Work LocationsOne Mercedes-Benz Drive, Atlanta, GA 30328
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