Job Information

Service King Customer Experience Associate- REMOTE- Call Center (Remote) in Chicago, Illinois

Hiring position in the Chicago Metro or Dallas Metroplex

Position Title: Customer Experience Associate Trainee

Department: Customer Care Center

Reports To: Customer Experience Supervisor

Position Summary:

The Customer Experience Associate Trainee is responsible for ensuring best-in-class customer service is delivered to all customers during the repair process.

This position requires a high level of customer service, communication skills, enthusiasm, and the ability to problem solve. The Customer Experience Associate Trainee must be willing to work a flexible schedule including Saturdays to meet our customer’s needs.

Why work for Service King?

  • Profitable company that continues to raise the bar in the world of collision repair

  • Exciting/forward-thinking/fast-moving growing company with cutting-edge technology

Why should you join our Customer Care Center ?

  • Care Center Hours of Operation:

o 7:00am to 8:00pm CT, M–F

o 8:00am until 3:00pm CT, Saturday

o Closed on Sundays

  • Teammate work schedules are Monday – Friday with rotating Saturdays (generally, once in rolling four weeks)

  • Overtime opportunities based on business need

  • Employee engagement, coaching and pay-for-performance culture

  • Monthly Performance Bonus opportunities from $75 to $250 per teammate

  • Structured job advancement and promotion opportunities through Career Progression Program

  • Opportunity to learn and participate in different aspects of the business beyond your role

Responsibilities:

  • Training and onboarding: Successfully complete the Customer Care Center’s formal new hire training program

  • Provide ongoing support: Delivering accurate and efficient assistance to customers, insurance carriers and vendors

  • Establish communication expectations with customer : Assisting customers with general collision repair inquiries and scheduling vehicle for repair

  • Customer experience focused: Delivering a professional, courteous and helpful service to callers

  • Demonstrate accountability: Remaining open and responsive of coaching, feedback and accountability discussions

  • Ability to resolve problems: Taking ownership and accountability by assisting, researching and resolving issues

  • Computer efficient : Demonstrating ability to use assigned tools to solve inquiries

  • Goal driven to meet expectations: Realizing ongoing improvement toward meeting standard performance, quality and professional goals

  • Professional enthusiasm with customers: Take initiative Demonstrating ability and willingness to handle difficult situations calmly and professionally

  • Dependability and work ethic: Reliable Demonstrating acceptable attendance and adherence to assigned work schedule

Competencies:

Core Competencies:

  • Teamwork – Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting

  • Accountability – Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for

  • Results Driven – Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted

  • Sound Judgment – Makes good decisions by analyzing the situation, leveraging experience, and using available information; Objectively evaluates problems, discovers root causes, and works toward timely

  • Customer Focus – Maintains a relentless focus on customers and is committed to the continuous improvement of services; Keeps internal and external customers in mind at all times and strives to proactively address customer concerns and

Specialized Competencies:

  • Interpersonal Skills – Ability to create positive interactions with customers

  • Multi-Tasking – Ability to work on and successfully complete many different task or projects at the same time

  • Problem-Solving – Ability to determine solutions to customer problems quickly and effectively

  • Stress Management – Ability to perform under pressure and in adversity

  • Excellent Written and Verbal Communication – Ability to provide clear, concise information in writing, via phone or in-person

Skills and Experience:

  • Six months of customer service experience, contact center experience preferred

  • Team-focused, professional demeanor, and strong work ethic

  • Clear, distinct oral and written communication skills

  • Excellent data entry, typing and computer navigation skills

  • High School diploma or G.E.D

  • Ability and flexibility to work rotating Saturday’s or other work schedules

  • Valid driver’s licenserequired

Preferred Qualifications:

  • Bilingual (Spanish)

Service King provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Requisition ID: 23793

Category: Customer Care Center

Job Type: Full-Time