Now Hiring - Call Center Genius Specialist -187048 in Hilliard, OH

Functional Title: Call Center Genius Specialist
Client Title: Genius Specialist
PAY: $19.50 per
1st Shift: 40 hours per week
Shift: The shift model would require being able to work anytime between 9 AM and 9 PM.
Days: Days that could be worked are Monday – Saturday – Must be willing to work this shift model
Contract: 1-year contract with a possibility of going direct. This will depend upon job attendance, promptness, and how well you perform on the job.
Location: Hilliard, OH

Work Site Requirements:
Genius Specialist - Handles customer inquiries and complaints for vehicles by assisting existing and prospective customers with inquiries about innovations, ordering and package options, features, mobile applications, and functionalities by providing them the opportunity to explore vehicle technology and functionality in a pressure-free environment

• Hybrid Schedule – 2 days in office, 3 days remote
• 3-week training – classroom, hands-on, virtual, side by side
• Saturday Hours WILL BE REQUIRED.

Responsible for answering any vehicle-related questions regarding the five most recent models from existing and prospective customers, the Dealer network (with specific support to their Genius staff), and internal stakeholders.

Handles customer inquiries and complaints for Vehicles.

Responsible for assisting existing and prospective customers with inquiries about innovations, ordering and package options, features, mobile applications, and functionalities by providing them the opportunity to explore vehicle technology and functionality in a pressure-free environment.

Responsible for answering vehicle-related inquiries and concerns (received via telephone, e-mail, social media platforms, or written correspondence) about products, parts, capabilities, technology, and any other issue presented.

Responsible for troubleshooting customer’s vehicle technology when it is either unclear or not intuitive to customer use, or no longer working as designed.

Responsible for acting as a support function to the dealer network, Bosch Division and EVGo partners, frequently assisting with complex customer issues and escalating cases and trends when necessary.

Responsible for handling escalated issues and working cases for vehicles.

Responsible for identifying and communicating critical high-risk pre-litigation cases and trends such as buyback requests, discrimination/harassment claims, social media, and lemon law/legal demands to appropriate parties to minimize financial exposure.

Responsible for identifying and properly escalating customers and other stakeholders who present high-risk product liability claims involving fire, personal injury, property damage, or losses alleged to have resulted from defects or malfunctions in Group products.

Build and maintain knowledge in all aspects of the five most recent model years, and all model years of vehicles and corresponding technology and mobile applications.

Conduct root cause analysis of the customer issue or feedback during their interaction, differentiating between a reported vehicle defect, difficulty to use or understand the feature, and customer sentiment towards vehicle components they enjoy and those they take conceptual design issues with, and wished worked differently.

Write accurate, specific, and detailed documentation of customer interactions in the Customer Central CRM.

Attention to detail is critical as this system provides the basis for data analysis and identification of trends relating to defects and design issues to our internal stakeholders, including the design & manufacturing teams.

Utilize various resources such as Product Knowledge on Demand (PKoD), Ordering Guides, OneNote, YouTube, Owner’s Manuals, service bulletins, and other internal systems and websites to respond to inquiries and requests for assistance.

Maintain product and technology knowledge for multiple models through ongoing training and product updates from various Group sources.

Notify impacted customers of open recalls on their vehicles and any necessary actions to take as a result. Handle recall campaigns by fielding customer inquiries and complaints based on specific information and instructions provided by C4-US or Legal representatives.

Escalate complex recall issues to C4-US or other appropriate channels.

Utilize call quality and customer satisfaction techniques to maximize the customer’s satisfaction with the call and brand.

Education:
High School Diploma Preferred.
Required: 6-12 months of Customer Service, Customer Relations Experience or equivalent.
1 - 2 years Sales.

Additional Skills:
Microsoft Office Suite.
Strong analytical and attention to detail skill set.
Exposure/experience leveraging continuous improvement methodologies (with a detailed understanding of root cause analysis).
Strong listening and communication (written and verbal) skills, with the ability to genuinely empathize in their interactions.
Strong critical thinking skills are essential to success in this role.
The ability to make decisions and take ownership of customer concerns as well as the negotiation and communication skills needed to resolve associate concerns.

Job Types: Full-time, Contract

Pay: $19.50 per hour

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Ability to commute/relocate:

• Hilliard, OH 43026: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Did you review the schedule on the job description, can you work any time between 9:00 AM and 9:00 PM?

Education:

• High school or equivalent (Required)

Work Location: Hybrid remote in Hilliard, OH 43026