Audi Care Advocate - Customer Service Job in Auburn Hills, MI
Location: Auburn Hills
Posted on: November 11, 2024
Job Description:
Role Title: Audi Care Advocate – Customer Service Job
in Auburn Hills, MI
Purpose of Role/Organizational Unit:
The customer service job as an Audi Care Advocate provides Audi
owners with an elite service experience to drive customer Loyalty.
In this role, you will work as “concierge” to develop a
relationship and assist customer with every need throughout the
customer contact/case. You will work as part of a high energy,
innovative team that offers unprecedented service to all Audi
owners by providing personalized service via telephone, chat,
social media, email and written correspondence. You will work
closely with Audi Dealer network to build relationships which
foster partnership and communication. The Care Advocate will focus
on creating lifetime owners, while working to resolve customer
concerns and anticipate/facilitate their needs.
Functions Performed:
-
- Provide courteous, professional and timely responses to a
continuous volume of customer concerns, as well as written customer
inquiries
- Respond directly to customer concerns using either
telephone, social media, web chat, letter, or e-mail
- Identify and address all customer questions and
concerns
- Thoroughly research and understand all facets of
customers’ requests
- Ensure content of oral and written communication meets
the needs of the target audience
- Assist customers by identifying and analyzing their needs
to ensure a high level of customer satisfaction, growth and
retention of business
- Build and foster partnerships with
dealerships
- Engage leaders and dealer partners to present solutions
based business case to drive customer resolution
- Develop a consistent writing style that demonstrates
Audi’s corporate image and delivers the Audi brand
experience
- Work independently and as a team to manage
workload
- Make sound business decisions with little
guidance
- Demonstrates empowerment
- Must demonstrate out of the box thinking in order to
resolve customer concerns
- Maintain a clear understanding of policy and procedures,
warranty coverage and the CAP program
- Make Financial decisions to assist customers
- Engage in various forms of customer contacts- inbound and
outbound phone calls, web chat, social media, letters, and
e-mail
- Maintain case history and scheduling within
CRM
- Meet or exceed defined KPIs and objectives
Skills Required: Interpersonal
-
- 2 years of experience in a Customer Service
environment
- Receives great personal satisfaction from being able to
exceed our customers’ expectations
- Exhibits bravery to go above and beyond a
customer
- Exudes warmth, energy and passion
- Strives every day to provide an exceptional customer
experience
- Exceptional written communication skills- must be able to
articulate the voice of Audi in various written forms. (Formal
Letters, e-mail, Web Chat, Social Media)
- Demonstrate strong conversational skills; must be able to
communicate with affluent customer base, corporate business
employees and dealer partners
- Must be self-motivated
- Must be able to multi task and meet deadlines
- Strong attention to details
- Ability to work independently, yet be a team
player
- Ability to work successfully in a call center environment
(sitting, talking with customers in a repetitive, regimented
environment for an 8 hour shift)
- Proficient documentation and note taking – must be able
to clearly document information from customers and business
partners
Computer/Technical:
-
- Strong Windows/PC – must be able to toggle between
various applications and websites
- Experience with windows based applications
- Experience with internet search tools- must be able to
utilize online resources to locate key information
- Proven typing skills with emphasis on
accuracy
- Familiar with infotainment and devices, must be able to
provide customer support for Bluetooth, iPods,
- iPads, Streaming, Jukeboxes, cellular devices including
data coverage and Apps
- Familiar with social media/online
environments
Desired Skills: Previous experience with the following is
desired but not required
-
- Experience with a Luxury Brand
- Customer Relationship Management (CRM)
- Web Chat experience
- Automotive experience (call center,
dealership)
- Hospitality experience
Educational Requirements:
-
- Degree preferred, but not required
Hours of Operation:
-
- Ability to work any shift Sunday- Saturday from 6am-11pm,
for an 8 hour shift
For immediate consideration, please submit your resume and someone
from Modis will get back to you as soon as possibly regarding this
Audi Care Advocate - customer service job located in Auburn
Hills, MI.
Keywords: , Lansing , Audi Care Advocate - Customer Service Job in Auburn Hills, MI, Administration, Clerical , Auburn Hills, Michigan
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