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By | July 7, 2022

Job Responsibilities : Customer Service Representative

Salary : $17 per hour

Company : Solera

Location : Remote US

Educational requirements : High School

Customer Service Representative
Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition we provide products and services to protect life’s other most important assets: our homes and digital identities. Today Solera processes over 300 million digital transactions annually for approximately 235000 partners and customers in more than 90 countries. Our 6500 team members foster an uncommon innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers insights algorithms and automation. For more information please visit solera.com.
The Role
  • Agents will report to the Team lead for Inbound Support.
  • Agents will be responsible for all incoming calls to Customer Support for all products.
  • Agents will be responsible for documenting every call following the described process in CRM
  • Agents will be responsible for monitoring case aging and keeping all cases within the guidelines set by the Department Manager. When cases that are left opened must have a note added every week as to why it is still opened.
  • Agents will be responsible for an understanding of all Identifix products.
    • They must be able to understand basic navigation of all products to walk a customer through issues.
    • They must be able to understand the flow of a product in order to ask the correct questions of the customer in reporting the issue to Technical support. It is Technical Support responsibility to have Knowledge base articles posted and available to the agents.
  • Agents will be responsible for running daily usage reports in Direct Hit as well as Daily Cancellation report.
  • Agents will be responsible for monitoring the inbound e-mail boxes for Support at
    DirectHitCustomerSupport@mpifix.com
  • Agents will be responsible for sending out Welcome Kits with letters to all new DH customers within 48 hours after purchase.
  • Agents will be responsible for processing all cancellation cases with letter to the customer validating that their cancellation request has been processed.
  • Agents will be responsible for assisting Support with any data entry needed within CRM during times when no calls are coming in.
  • Agents will be responsible for assisting customers with updating accounts payments and billing history.
  • Agents will be responsible for making outbound calls to customers with expired credit cards on file for automatic payment.
What You’ll Bring
  • Minimal of 2 years customer service inbound support work
  • High School graduate
  • Excellent written and Verbal communication skills
  • Type 55+ WPM
  • Extensive computer knowledge of basic navigation and ability to learn new software systems quickly.
  • Troubleshooting interpersonal communications and phone etiquette skills.
  • Ability to research solutions using non-company information source
It is impossible to list every requirement for or responsibility of any position. Similarly we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore the above job description is not comprehensive or
exhaustive.
The Company reserves the right to adjust add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.
EQUAL OPPORTUNITY EMPLOYER

SOLERA HOLDINGS INC. AND ITS US SUBSIDIARIES (TOGETHER SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM’S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE COLOR RELIGION NATIONAL ORIGIN GENDER AGE SEXUAL ORIENTATION GENDER IDENTITY OR EXPRESSION MARITAL STATUS MENTAL OR PHYSICAL DISABILITY AND GENETIC INFORMATION OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.

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