Job Description

Position Title: Customer Service

Location: Manheim, PA – Onsite Essential

Expected Duration of Project: 12+ month contract

Job Requirements:

• The CSR will partner with all parties informed of the status of open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions to the standard processes to create a list of best practices.
• Maintaining relationships with existing customers includes problem solving by the CSR, by consulting with dealers and ancillary partners.
• Part of this process will include identifying, assessing and resolving these issues and determining who needs communication on these issues, including central functions such as IT or Product.
• The CSR will provide responsive, timely telephone, chat and email support.
• The CSR shall personally act as the single point-of-contact for their issues from identification through resolution as often as possible (i.e. take the call and handle internally vs. transfer or provide other contacts).
• The CSR will also oversee/monitor the resolution to all problems, regardless of delegation to other department.

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