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Customer Advocate

Company Name:
Safelite AutoGlass
Requisition Number 14-1220
Post Date 3/28/2014
Title Customer Advocate
Job Type Seasonal
City Southaven
State MS
Description POWER UP YOUR CAREER with Safelite Group
Safelite Groupis a nationwide family of retail auto glass companies - the nation''s leading provider of auto glass repair and replacement services. We are rapidly growing, evolving and striving to become the Natural Choice for vehicle glass repair and replacement services in the United States.
We drive business performance with an obsessive focus on having talented people who are inspired to deliver great results. Simply put, we believe our people power the performance of our business.
Right now, we re looking for aCustomer Advocateto join our team! The Customer Advocate provides a seamless customer experience through expertise, ownership, accountability, and responsiveness. Provides professional and quality service to internal and external customers by utilizing strong verbal and written communication and effective telephone techniques.
Responsibilities:
Welcomes in shop customers
Handles incoming calls, e-mails and faxes from existing customers including service issues, pricing, warranties, commercial, dispatch, repair, cash, wholesale, same-day reschedules/cancellations.
Resolves customer problems (warranties, missed appointments, reschedules) in a courteous, professional, and timely manner.
Performs customer confirmation calls
Performs buyouts
Invoices work orders
Controls deleted work orders
Processes credit memos and rebills
Reviews orders from the National Contact center
Handles dealer part orders and special accounts
Makes outbound reactivation contacts
Reviews and completes work order information including insurance verification, additional parts and missing information.
Reviews work order sub-status in SV2
Researches and sources hard to find parts for work orders in "pending parts .
Who we re looking for:
Brand advocates who go above and beyond to create customer delight
Honest, hard-working people who lack ego but are drenched in integrity
People who consistently drive for extraordinary results
Individuals who like to learn, seek challenges and go out of their way to help others be successful
Team members who will learn our way of working and come up with innovative ways to make us even better
Those who want a career, not just a job, and who understand the important role they play in the overall success of our business
What you can expect:
AtSafelite ,we are creating a culture that delivers our People Pledge:
You''ll experience great leadership.
We ll focus on you first.
You ll work with talented people who inspire you to be at your best.
You ll become part of a caring culture with opportunities for you to growth both personally and professionally.
Requirements
Qualifications:
1-3 years telephone operations or business administration experience required
High School diploma or equivalent required
Knowledge of customer service and administrative protocols
Ability to provide world class customer service
Ability to adjust and respond to a fast-paced operation
Skilled in various customer service arenas, with experience in a contact center setting
Ability to travel up to 10%

Who we re looking for:
Brand advocates who go above and beyond to create customer delight
Honest, hard-working people who lack ego but are drenched in integrity
People who consistently drive for extraordinary results
Individuals who like to learn, seek challenges and go out of their way to help others be successful
Team members who will learn our way of working and come up with innovative ways to make us even better
Those who want a career, not just a job, and who understand the important role they play in the overall success of our business
What you can expect:
AtSafelite ,we are creating a culture that delivers our People Pledge:
You''ll experience great leadership.
We ll focus on you first.
You ll work with talented people who inspire you to be at your best.
You ll become part of a caring culture with opportunities for you to growth both personally and professionally.

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