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Client Care Advisor - French/English Bilingual

Job Title
Client Care Advisor - French/English Bilingual
Job ID
27374045
Location
Kansas City,  MO 64105
Other Location
Description

Company Overview

AutoAlert is the automotive industry's leading data-mining and lead generation platform helping dealerships identify high-quality leads, increase volume of retail trade-ins, and improve customer retention. Founded in 2002, AutoAlert has provided the automotive industry with innovative software, direct marketing and training solutions currently implemented in over 3,500 dealerships.

Job Summary and Responsibilities

Must be bilingual in French and English. The Client Care Advisor position is responsible for serving our AutoAlert customers through incoming calls, emails, and chats. Advisors are expected to deliver one-call resolutions while guiding our customers to additional training and instructional material to support current steps and/or next steps in their understanding of our suite of products. The Client Care Advisor is expected to be the subject matter expert in all functionality of our products. As subject matter experts, they will support both internal employees and external customers. Individuals should have excellent communication and listening skills, possess strong problem-solving skills, and demonstrate the desire to provide a positive customer experience. The ideal candidate should be bilingual in French and English.

Essential Duties and Responsibilities

Core duties and responsibilities include the following:

• Must be bilingual in French and English

• Handle inbound customer inquiries from numerous sources, including phone, email and chat

• Diagnose initial inbound tickets

• Create comprehensive Salesforce tickets detailing inbound communication received

• Close tickets via One Call Resolution or escalate customer experiences according to Client Care standards and documentation

• Provide necessary supporting documentation to appropriate team members for any escalated issues and maintain open lines of communication throughout

• Maintain clear and consistent communication with customers while troubleshooting issues up to and including point of satisfactory resolution

• Other duties may be assigned

Knowledge/Skill Requirements

Must be bilingual in French and English

• Problem Solving – Using independent judgement and discretion, identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional         topics

• Strong persuasive speaking skills, comfortable with public speaking and sales demonstrations

• Must have excellent customer facing soft skills to interact with both internal and external customers

• Gathers and analyzes information skillfully and develops alternative solutions

• Demonstrates knowledge of market and competition

Minimal Qualifications Education And/or Experience

• Must be bilingual in French and English

• Position requires sufficient product knowledge and industry knowledge

• Bachelor’s degree is preferred

• Customer support experience

Benefits Offered:

· Medical

· Dental

· Vision

· Health Savings Accounts

· Flexible Spending Accounts

· Life Insurance

· Disability

· Paid Time Off

· 401 (k) Retirement Savings Plan

· Fitness Reimbursement Plan

Please note this job description is not designed to cover all duties and responsibilities of the employee to effectively do their job. Eligibility requirements apply to all benefit plans. AutoAlert reserves the right to alter all benefit offerings at will. AutoAlert is an Equal Employment Opportunity/Affirmative Action employer.

 

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