Note: The job is a remote job and is open to candidates in USA. SilverRock, a DriveTime Family of Brands company, provides automotive warranty and ancillary products with a customer-focused claims process. The Customer Service Representative handles inbound and outbound calls, educates customers about their warranties, answers questions, resolves conflicts, and supports improvements to self-service options in a fast-paced call center environment.
Responsibilities
- In short, the SilverRock Customer Service Representative is responsible for inbound and outbound phone calls where you’ll be educating and answering questions regarding the customer's warranty
- We explore ways to anticipate customer needs by evolving our self-service options while staying true to our goal of providing world-class customer service
- We believe that this is achieved by hiring masters of customer service that have high emotional intelligence to navigate customer interactions and know how to effectively manage customer conflict while in a fast-paced call center environment
Skills
- Passionate and goal-oriented
- Excellent verbal and written communication skills. The ability to talk and write with confidence, charisma, and competence to a wide variety of audiences
- Agile in a fast-paced environment
- Plays well with others
- Works well in a time crunch. There will be multiple time-sensitive requirements and you will need the ability to meet deliverable due dates
- Fantastic problem solver!
- Positive emotional resilience. This is an environment where you will be faced with challenging calls on a daily basis. We want to make sure you have the ability to rise past them while maintaining an optimistic attitude
- High School diploma required
- 3+ years of experience working in a customer service role with conflict resolution
- Work from home - Feel free to rock the casual wear while still being camera ready. You will be working from your home office (in an approved city & state) and make sure you have a conducive and quiet workspace with no distractions and reliable and secure internet
- ***Must be located in AZ, FL, GA, NC, TN, TX, UT or NV.***
- Associate or Bachelor's degree is preferred
- Since we talk about cars all day long, experience in the automotive industry is a **huge plus!**
- Exposure to vehicle repair shop procedures and practices, including labor guides and part pricing is preferred
Benefits
- Work from home in an approved city and state
- Medical, dental, and vision insurance, with the company covering a sizable amount of insurance premiums
- 401(k)
- Company-paid life insurance policy
- Short- and long-term disability coverage
- Professional growth opportunities
- Tuition reimbursement
- Wellness program including self-guided coaching and journeys, cash incentives, and discounts on medical premiums
- A set Monday-through-Friday schedule with rotating Saturdays, with flexibility and overtime as needed
- Game room with ping-pong, pool table, and other games
- In-house gym
- Social events including festive gatherings and team competitions
- Company outings, personal rewards, and prizes
- Paid time off for full-time roles, including wellness days, holidays, and personal time
- Vacation time for part-time employees, with more vacation earned based on hours worked
Company Overview