Future Hires Customer Care

Job description

About I-CAR: The Inter-Industry Conference on Auto Collision Repair (I-CAR) is a growing, not-for-profit organization, headquartered in Hoffman Estates, Illinois, serving the automotive collision repair industry globally. The organization was established by representatives of the collision repair, automotive, and insurance industries in 1979 and has doubled its revenue over the last six years. Today, the I-CAR brand is stronger than it has been in 45+ years of operation and has gained a worldwide reputation. There is momentum and excitement among its committed workforce, instructors and volunteers to continue to help the organization grow and expand its breadth of reach and scale. I-CAR leadership believes that the future of the organization will be importantly influenced by its continuing innovation and relevance of its products, technical programs and services. Future Hires-Not Activley Hiring Job Summary: This position will interact with I-CAR customers, cross functional departments, including instructors and volunteers to effectively support and promote I-CAR products and services. Requiring significant and substantial inbound phone-coverage the successful candidate will provide excellent customer service. Primary Responsibilities include, but are not limited to, the following. Answer incoming inquiries via phone, fax, and e-mail. (100%) Confer with customers by telephone or e-mail in order to provide information about products and services, take orders or cancel accounts, or to obtain details of complaints and assist customers. Tracking, reporting and keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Assist customers in class registration. Resolve customer's service complaints by performing activities such as issuing refund requests. Contact customers to respond to inquiries or to notify them of investigation results and any planned adjustments with ownership. Work with Sales Center Manager on escalated or unresolved customer grievances. Communicate charges for products or services requested. Obtain and examine all relevant information to assess validity of complaints and to determine possible causes and solutions to the customer’s need. Proactively promote and provide accurate information on new services or programs while processing incoming calls. Process customer requests for student transcripts and certificate re-issues as well as Gold Class or Platinum status updates. Answer customer questions on Gold Class and Platinum recognition programs. Education and Experience: High School Diploma or G.E.D required Experience working in a call center preferred. Telemarketing and/or collections experience preferred. Working knowledge of Microsoft Office applications (i.e. word, excel, outlook, etc). Excellent people and customer service skills. EEO Statement: I-CAR is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable. Those with criminal histories will be considered in a manner consistent with applicable state and local laws.