Job Description

　　The Used Customer Care Agent handles post-order inquiries for the used department via email. The Customer Care Agent responsibilities include helping customers with order inquiries, changes to orders, returns, and exchanges. The agent handles Used Trade In inquiries via phone, email, and chat. The agent’s responsibilities include helping customers with quote status inquiries, and quote or payment issues. The agent handles internal support requests for used orders from the phone & chat c/s, warehouse, and reverse logistics teams. The agent’s responsibilities include canceling/modifying orders, product research, parts fulfilment, and follows up with the customer when necessary. In addition, the agent authorizes & processes in-store returns.

　　Essential Responsibilities:

　　Address customer inquiries by providing information on orders and Trade-In Quotes, billing information, and shipping status

　　Resolve issues by listening to the customer’s situation, determining the cause of the issue, providing the best solution to the problem, expediting the correction, and following up to confirm resolution

　　Research product’s included accessories/parts to properly fulfill customer requests

　　Ensure customer satisfaction through top notch interpersonal communication, problem solving, attentiveness, and patience

　　Specific Knowledge, Skills and Abilities:

　　Friendly personality with a talent for solving problems and a built-in gift for engaging with people

　　Embodies a professional demeanor and enjoys providing friendly, polite, and courteous customer service

　　Must be articulate and possess excellent interpersonal and communication skills

　　Must be comfortable working with computers and possess strong analytical skills

　　Must be a team player who enjoys working collaboratively

　　Ability to research product listing information

　　Ability to become familiar with company policies and procedures

　　Must be comfortable being on the phone

　　Must be comfortable interacting with customers in-person

　　Requirements :

　　Must have at least 2 years of customer service experience