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Job Description

Contact Center – L1 and L2 agent

Expires on: September, 26 2020
Job Code: VL/KV/1808/D/03,04
Experience: 4-6 Years
Location: Chicago

We are looking for Contact Center – L1 and L2 agents

  • Handle customer contacts through Phone channel; gather and verify required information as appropriate
  • Identify customer needs and determine appropriate solutions to resolve all issues and concerns, provide world class customer service
  • Complete system documentation and tasks to assure follow through of appropriate actions
  • Leverage tools and processes (including prepared responses) appropriately
  • Strive to meet defined metrics for productivity, quality, and customer experience and KPIs
  • Maintain thorough systems, network and product knowledge
  • Other duties as assigned
  • You will interact with customers on the phone, receiving inbound calls
  • Building relationships with customers and advocating for them throughout the process
  • Asking questions, understanding the customers’ needs and priorities, and problem solving
  • Pump customers up about selling their car to our client and how the process works
  • Review and verify sensitive materials such as vehicle titles and customer’s driver’s licenses
  • Be a high energy, forward thinking self-starter. We like fast learners with strong learning agility
  • Keep the kind of detailed notes in our customer tracking system
  • Multi-task and prioritize with the swiftness of a ninja
  • Experience with Phone Channel in a contact center
  • Excellent Analytic Skills
  • Excellent logic thinking skills
  • Passion about customer service
  • Strong learning agility; the ability and willingness to learn new things and then apply that learning to perform successfully in the role
  • Handle escalation calls from the L1 agents. Displays a caring, friendly, and supportive personality with a commitment to focusing on customer satisfaction
  • Display critical thinking and ability to make appropriate judgment calls where needed
  • Have a passion for the work we do and the impact we are making within our industry
  • Have a heightened attention to detail, being able to anticipate the customer’s needs Tech-savvy. Should be able to navigate multiple systems, learn new tools, and effectively troubleshoot
  • Ability to multi-task managing multiple conversations simultaneously
  • Manage customer time / responsiveness
  • Outstanding customer service
  • Schedule flexibility to work weekends
  • Empathy and understanding
  • Willingness to take initiative and ownership

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