Contact Center Quality Manager jobs in Michigan

Victory Automotive Group Inc. has been recognized as one of the Top 25 ranked Privately Held Companies for 2023!

Contact Center Customer Advocate

Victory Automotive Group is family owned and operated, since 1997, Victory Automotive Group has more than fifty dealerships across the United States. We provide outstanding opportunities for all employees, customers, surrounding communities, and each automobile manufacturer that we represent. Our continued commitment is to improve our dealership experience, and services to satisfy our customers’ needs during every interaction. We consistently provide a pleasant, informative, and professional customer experience. We are seeking motivated individuals with a passion for assisting customers. Contact Center interactions will be via phone (inbound and/or outbound calls), email, and/or text message.

Responsibilities

• Able to manage both inbound and outbound customer calls regarding scheduling service appointments and addressing other vehicle service inquiries
• Provide world class customer service by treating our customers as family
• Proactively provide constructive feedback to team members to improve our services and create a better overall customer experience
• Assist with basic questions regarding various aspects of automotive sales and service
• Maintain accurate and updated notes in our customer relationship management tracking system
• Maintain productivity and performance standards set forth
• Maintain exemplary attendance and adherence to schedule
• Able and willing to assist in all areas of the business, including sales, service and other requests as needed
• Maintain high moral and ethical standards and conduct yourself with honesty and integrity
• Perform all other duties as assigned

Requirements

• High school diploma or GED preferred. Post/secondary high school education or training is an added benefit
• Customer Service and/or Call Center experience required
• Excellent oral and written communication skills required
• Working knowledge of Microsoft Office suite – with a focus on MS Excel
• Working knowledge of the automotive industry and automotive related terminology preferred
• Excellent decision-making and critical thinking skills
• Outstanding organizational and time management skills, placing strong emphasis on attention to detail
• Dependable
• Self-motivated
• Create positive and meaningful connections with customers using empathy and professional language, via telephone and/or email
• Ability to work as a team or individually to help drive departmental results
• Must be adaptable and flexible within a continuously changing environment
• Pre-employment background check and drug screening required for hire
• Comply with Victory Automotive Group dress code policy

Compensation/Benefits

• Competitive pay based on experience
• Medical benefits
• Paid vacation
• Holidays
• Non-smoking workplace
• Drug free workplace
• Direct deposit
• 401(k) with company match

The above statements describe the general nature and level of the work performed by associates assigned to this position. This is not an exhaustive list of all duties and responsibilities. Victory Automotive Group management reserves the right to amend and change responsibilities to meet business and organizational needs as deemed necessary.

Victory Automotive Group is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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