Customer Service w​/Salesforce

Looking for a consumer relations representative to cover while the department goes through a new system implementation. Looking for someone who is versed in Salesforce, Outlook, Excel, and with excellent verbal, written, and listening communication skills. The Consumer Relations Representative resolves consumer complaints and coordinates consumer and dealer interactions through the extensive use of telephone and e-mail. The position is responsible for department reports, technical service training, and works on projects to improve Customer Experience.

Location:

Costa Mesa (onsite)

Hours:

Monday - Friday (7:00 am to 4:00 pm)
Payrate:$23.00

RESPONSIBILITIES include the following:
1. Consumer Relations Accountability
a. Demonstrate a strong understanding of product line, including features, benefits, warranties, sizing, and applications
b. Receive and promptly respond to customer inquiries via e-mail, chat, social media, web submissions and phone
c. Accurately document detailed case updates and resolutions within CRM system in a timely manner
d. Promote Consumer satisfaction through prompt resolution of disputes or warranty claims
e. Provide warranty information, advice and assistance following departmental guidelines
f. Identifies, investigates and resolves user problems utilizing tire knowledge and problem-solving skills
g. Communicate and work with Claim Adjustment Processing centers to ensure completion of claim
h. Communicate and coordinate shipments with customer service and warehouse to ensure proper handling of shipments
i. Monitor Social Media activity for consumer feedback and sentiment
j. Maintain product knowledge, learn and understand new and current products as well as competitor products
k. Enhance customer experiences by actively contributing to system improvements, identifying process efficiencies, and recommending thoughtful solutions.
l. Continually monitor website for errors and potential user issues
m. Provides support materials for department reports as directed
n. Provide technical support and troubleshooting
o. Provide feedback to supervisor and/or manager if any problems arise
p. Ability to research issues and advise departments on matters as requested
q. Able to work cross functionally with other departments to ensure timely resolutions regarding warranty and product quality
2. Claim Entry Accountability
a. Enter adjustment claim information to generate dealer credit memos
b. Do essential review of  checklist  for errors
c. Maintain retention files in an orderly, easy to retrieve manner
d. Research dealer inquiries for claim activities
3. Other duties as assigned by supervisor and/or manager

Qualifications:

1. 2+ years of customer service experience
2. Advanced level computer experience with Microsoft Office, CRM, and Social Media programs
3. Must be extremely organized and meet deadlines
4. Possess time-management skills with an ability to prioritize work
5. Excellent professional writing, oral and presentation skills
6. Detailed-oriented and demonstrated analytical skills
7. Ability to follow Company policies and safety guidelines
8. Bilingual in Spanish and English is beneficial

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://(Use the "Apply for this Job" box below). Your Rights
6.12.pdf

The pay transparency policy is available here:
https://.pdf

For temporary assignments lasting 13 weeks or longer, Apple One is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

Apple One participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
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Contents/E
- We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants:
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.