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Non Phone - CarGurus - 2/20 in Peoria, IL at HGS

Date Posted: 4/9/2018

Job Snapshot

Job Description

Hours of operation: 24/7, looking for 2nd shift availability including weekends

JOB PURPOSE:
The Agents primary responsibility will be to assist customers via web chat as they shop for their preferred automobile. Agents will be consultative in approach helping to bring transparency to the buying process while being an unbiased agent, providing guidance along the customer journey. Through this approach Agents will assist customers by answering or recording their questions and areas of interest while also capturing pertinent customer information (e.g., name, email and/or phone number) that enables the dealers to follow up on high value, qualified leads.PRINCIPAL DUTIES AND RESPONSIBILITIES:
1. Act as the front line consultant providing support for customers
2. Answer or record for follow up the technical and sales inquiries of customers
3. Generate leads by acquiring pertinent contact information of customers
4. Successfully use support tools to provide customers with information, explanations or resolutions either in real-time of via follow-up
5. Ability to deescalate challenging customer situations
6. Document customer cases and pertinent details (in internal CRM or other platform)
7. Provide feedback on opportunities and gaps within current resources and processes
8. Use knowledge and experience to help educate and assist the customer
9. Grow your value and make a broader impact in the departmentThe above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

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