[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Auto Glass Now is a company that prides itself on providing excellent customer service. The Customer Service Representative will be responsible for responding to customer inquiries, managing customer care tickets, and ensuring a high standard of care for customers through effective communication and problem-solving.ResponsibilitiesProvides timely responses to customer inquiries by telephone and/or email in an in - or outbound service centerOpen, maintain, and solve Customer Care tickets by recording issues and account informationUsing computer technology. manage large amounts of incoming emails and calls in a timely mannerResolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionFollow communication procedures, guidelines, and policiesLeverage scripts for email and phone conversations to properly represent the company voice and toneAnswer questions about damage claims and escalate to the proper manager to bring them to closurePrioritize tickets effectivelyFlexibly handle changes in policies or proceduresSkillsProven customer support experience, ideally in the automotive industryStrong phone contact handling skills, empathy, and active listeningStrong computer Center skills and capability to use Microsoft programs such as Outlook, Word, Excel, etcCustomer-focused and able to adapt/respond to different types of customersExcellent communication and presentation skills both externally and internallyAbility to multi-task, prioritize, and manage time effectivelyHigh school diploma (or equivalent) and at least 1 year of experience; post-secondary school education may substitute for years of experienceMust have good and direct internet connectionBilingual in English/Spanish is a plusBenefitsSupplemental pay types may include commissions or bonus incentives, depending on the role.Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay.Get early access to 50% of your earned wages at any time through our myFlexPay program.Company OverviewAuto Glass Now offers auto glass repair and replacement with same-day service and a nationwide warranty. It was founded in 1987, and is headquartered in Charlotte, North Carolina, USA, with a workforce of 201-500 employees. Its website is https://www.autoglassnow.com.