Roush Hiring for Customer Experience Agent at Livonia, Michigan Full Time

Roush

ROUSH Performance is the first specialty-vehicle company to combine race-proven technologies with advanced automotive engineering.  The result, a unique mix of street car and race car…IS a ROUSH car. As technology and design continue to evolve, so does the ROUSH Performance line of vehicles, parts and crate engine offerings.  ROUSH Performance Products is committed to leveraging the latest in automotive and motorsports technologies to continually provide our customers the ultimate driving experience – the perfect combination of race car and road car. We are focused on performance, driven by technology, and committed to success.  Yes, we love our cars, but our people drive us to the forefront of the industry.Check out this website and learn more about this exciting opportunity: https://www.roushperformance.com/Job SummaryRoush Performance has an immediate need for a Customer Experience Agent to join our team. The Customer Experience Agent will be responsible for fielding inquiries and retail sales through the ROUSH Performance contact center, managing contact records, responding to customer concerns as they develop, promotion awareness, and working alongside technical support and business development teams to resolve customer issues. The agent will play a key role in influencing customer satisfaction for the entire organization and create “customers for life.”As a Customer Experience Agent, you will be responsible for:Answering all incoming inquires via phone, email or websiteOpening, working, and ultimately resolving customer support cases and customer order status/inquiries Supporting customers and creating RMA’s, stocking adjustments, processing PCM and warranty payments, and tracking ordersAuditing vehicle and partsMonitoring backorders, reporting, and following up with customersPromotion awarenessWorking on 800-line overflow coverageOrdering entry for retail customers, distributors, and speed shopsManaging RPP & SLP inboxOrdering quoting & shipping quotingUp to 10% travel may be required for shows and eventsPerforming other related duties as assignedTo be considered as a Customer Experience Agent, you will need:3+ years of customer service experience in a contact center, preferably in the business-to-business sectorStrong computer skills including Microsoft Office SuiteStrong knowledge of essential customer service/customer support concepts and best-practicesExcellent verbal and written communication skills, and proven reliability in a fast-paced contact center environmentWell-developed problem-solving skills and the talent to work with challenging customersConsistent follow-through, with a commitment to achieving a positive customer experience through every interactionStrong organizational skills and the composure needed to juggle multiple customer concerns at onceTact and professionalism when handling sensitive/confidential informationA successful candidate may also have:Prior experience with Salesforce or other CRM softwareOmni-Channel support experience (simultaneous live agent chat, email, and phone support)Prior experience in automotive, fleet management and/or alternative-fuels sectors To apply, please visit the Roush careers page by clicking on this link: https://roush.applytojob.comOur Full-Time benefits include: medical, dental, vision, life insurance, earned sick time, STD, LTD, 401K, tuition reimbursement, paid vacation, and paid holidays.Visit our website:  www.roush.comLike us on Facebook: www.facebook.com/RoushCareersRoush is an EO employer — Veterans/Disabled and other protected categoriesIf you need a reasonable accommodation for our employment application process due to disability, please contact Roush Talent Acquisition at 734-779-7087.

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