Tina Moore

• Coordinate outside repair with vendors and customers
• Effectively handle all incoming calls and follow up calls
• Process customer service requests on a variety of topics for our customers. Assist with questions related to billing, warranty, compliance paperwork, and etc…
• Coordinate with on-call technicians, rental counter team, and the customer’s drivers and dispatch teams to identify repair requirements and available substitute units
• Execute customer communication protocol pertaining to vehicle breakdowns and PM scheduling and follow-up, and vehicle status updates
• Drive improvement of Customer Satisfaction Index (CSI) scores
  
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.

Assist customers who are experiencing a vehicle breakdown. Execute customer communication protocol pertaining to vehicle breakdowns and PM scheduling and follow-up and vehicle status update. Coordinate with on cell technicians, rentals counter team, and the customer's drivers and dispatch teams to identify repair requirements and available substitute units.

Coordinate outside repair with vendors and customers.

Performs other duties as assigned.

Strong verbal and written communication skills

Multi tasking between different programs such as excel, sharepoint etc.

Delivering exceptional customer service by acting as a liaison between the customer and retail technician or mechanical associate on the phone before during and after the service repair process.

• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Accurately interview and document customers concerns
• Establish specific call time with each customer to update them on the status of their vehicle.
• Create repair orders and route work to technician or mechanic associates.
• Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims
• Communicate with different dealerships when outsourcing customers vehicle to their facility.
• Clearly explain and communicate all recommendations/repairs/service/maintenance performed to ensure customer understanding.
• Collects service payments and manages cash including receiving and counting money.
• Balance a busy workload and properly dispatch work to the appropriate technician/mechanical associate

Take incoming phone calls from customers and answer questions regarding their account. Resolve any customer issues with their account and partner with a manager if necessary.

Educate customer regarding their account, finance charges accrual, late fees, credit reporting, payment options and account management options while annotating the accounts.

Work with other departments/personnel when necessary to resolve customer concerns within the guideline of company policies and applicable laws.

• Responded to customer requests via telephone and email and effectively answered questions and inquiries
• Resolved a diverse range of technical issues across multiple systems and applications
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Documented all transactions and support interactions in system for future reference and addition to knowledge base
• Fielded inbound phone calls to deliver effective support and remotely resolve service issues
• Ensured proper and timely resolution of system, hardware and telephone issues

• Entered details such as payments, account information and call logs into excel, quick books system
• Verified data integrity and accuracy
• Copied, logged and scanned supporting documentation and placed all information in client files
• Responded to customer requests via telephone and email and effectively answered questions and inquiries

• Responded to customer requests via chat and email and effectively answered questions and inquiries
• Informed customers about special promotions and provided detailed information for various products
• Delivered exceptional customer service through acknowledgement, communication and commitment to quality
• Ensured clients received outstanding service to not only maintain but to extend the relationship for future business opportunities
• Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Handled inbound customer chat conversations from various websites