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Position: Enterprise Customer Support Representative

The Customer Support Representative serves our clients and customers by providing application and service information, resolving product problems, assisting clients and customers in maximizing their use of our applications, and training users and clients on the applications.

Expectations:

  • Show up on time ready to work
  • Bring a positive attitude
  • Be prepared for daily tasks and responsibilities
  • Be respectful of fellow team members
  • Approach every day with a teamwork mindset
  • Model team and organizations core values
  • Willingness to travel and go on-site with clients when needed.
  • Always attempt to do more than what is required and provide maximum effort
  • Be willing to learn and to accept coaching and criticism as methods for improvement
  • Provide leadership and set example for the team and all CSRs

Primary Responsibilities

  • Answer inbound customer phone calls and follow up with outbound calls
  • Work on applications with priority on accuracy over speed
  • Respond to customer items and bugs using Salesforce to track all communication and follow-up
  • Continuous learning of the applications to maximize service to clients
  • Provide excellent customer service with a sense of urgency
  • Evaluate reported bugs and enter JIRA items if applicable
  • Share knowledge with other team members, and document processes to ensure we have multiple team members able to serve every client
  • Ask clients for feedback on things we are doing well, and their input on application and service improvement
  • Research issues as completely as possible and then provide alternatives for solutions
  • Obtain as much information as possible on an issue you are unable to resolve to provide to team, manager and potentially development for assistance
  • Provide recommendations to managers and the leadership team
  • Accept feedback from your managers, apply it and work diligently to improve and enhance skill set
  • Perform all other duties as assigned by the management team

Secondary Responsibilities

  • Assist with new client onboarding and implementations
  • Assist with QA and the creation and feedback related the associated documentation
  • Admin System demonstrations

Key Success Characteristics

  • Ability to answer product related questions
  • Desire and ability to assist and communicate with our customers via phone and email
  • Have a strong understanding of the purpose of our applications from the user perspective
  • Clear and comprehensive understanding of products
  • Demonstrate ability to train and review core applications with internal and external clients
  • Begin to take ownership responsibilities on specific accounts and/or projects
  • Demonstrate strong time management skills and ability to prioritize issues
  • Ability to manage attitude and emotions under difficult situation
  • Strive for first call resolution
  • Strong desire and ability to assist and communicate with our customers via phone and email
  • Demonstrate a positive attitude, flexibility, and willingness to do anything to help the team
  • Working knowledge of internal processes and systems
  • Overall understanding of the retail automotive industry and how our applications are used
  • Ability to meet stated expectations on-time and with quality
  • Possess strong time management skills and ability to prioritize issues
  • Enhance department and organization reputation by accepting ownership for accomplishing new and different requests

Requirements and Qualifications

  • Industry Knowledge/Trends
  • Analytical
  • Detail oriented
  • Determined and Persistent
  • Focused, flexible and able to multitask on several various aspects of a project(s)
  • Excellent written and verbal communication
  • Listener
  • Learner
  • Solution Focused and Results Driven
  • Research
  • Produce quality work with strict deadlines
Interested? Send us your resume at jobs@se-fi.com