Experience

CarsDirect.com

• United States
• Automotive
• 1 - 100 Employee

• FCR—First Call Responder Representative

  • Jun 2010 - Present

  •Outbound calls (average of 160 calls per day)•Inbound calls for Customer Service division•Introductions of sales process to customers•Answering customer questions regarding sales process•Assigning customer to vehicle specialist depending on the make and market•Respond, forward and assign customer e-mails appropriately•Perform system checks and reports accurately to management•Creating surveys for the team•Follow-up surveys and report customer feedback to management•Assisting management with the team•Administrative task as assigned

• Customer Service Part Time Lead

  • Nov 2006 - Jun 2010

  •Daily productivity and direct supervision of 6+ employees in a customer service environment•Coordinate, manage and monitor all channels of communication between customer and employees.•Ensure division in performing at highest production and quality levels by reviewing databases for accuracy.•Handle complex escalated customer issues.•Creating training manuals and coaching materials and providing constructive feedback to representatives.•Created and analyze reports to identify inefficiencies and provide resolutions•Scheduling employees to cover a 14/7 workday

• Quality Assurance/ Customer Service Specialist

  • Jul 2005 - Nov 2006

  •Extensive telephone communication both inbound and outbound.•Responsible for managing customer e-mail requests•Reception coverage•Data entry•Administrative task as assigned•Rapidly promoted to Customer Service Lead