Customer Support Specialist

Summary:

Answer incoming calls from auctions and dealers who subscribe to AuctionACCESS.  Charged with providing exceptional service on routine matters. Answer 25+ calls per day and maintain appropriate system notes and documentation. Process and verify data from dealers and auctions.

Responsibilities:

• Process data/images with high quality, authenticity, and legality meeting performance standard of 2 business days turnaround and 25+ calls per day
• Monitor quality of documents and enter missing information into the AuctionACCESS system
• Assist customers/answer questions about the system including routine and non-standard questions
• Escalate issues and inform Team Leader and/or Manager about problems, software bugs and needs for enhancements
• Use phone tracking software to manage calls and log activity – note caller information and progress on issues
• Serve as first line contact for troubleshooting problems with hardware
• Work with co-workers – backup others, troubleshoot problems

Requirements:

• High school diploma or equivalent
• Knowledge of Microsoft Office products
• Strong service orientation skills
• Excellent verbal and written communication skills and data entry
• Able to manage multiple tasks

Pluses:

• Experience in a call center
• Automotive or auction experience
• Fluent in Spanish
• Associates degree or related experience preferred
• ort effective department performance