Backoffice Autoglas Agent

Backoffice Autoglas Agent

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KEY ACTIVITIES:

Customer Service_Level 1 : Remote Support to Customers and Service Providers (Claim management included):
• Provide operational support to the customer or service provider technician through different channels (phone, chat, email, etc.).
• Assist the Dealer/Customer/Partner/provider  with any aspect of services operations question: problems, training, compliance, escalations, etc
• Perform the first triage (troubleshoot technical issues or inquiries) and steer the Dealer/Customer/ Partner/Provider to the right department/individual based on the facts shared by them.
• Update and enter information to keep the customer’s records up to date. 
• Start and schedule a Service Order according to the scheduling process.
• Assist with system requests.
• Assist and helps on customers questions regarding the usage of monitoring equipment, tools, offers and/or operational procedures
• Steer and manage the performance of your “client” portfolio and alert when there is deviation (from the plan/objective)
Scheduling:
• Organize deployment of enhancements to existing offers or new offers with the  Dealer/Customer/Partner/provider  
• Support the delivery or removal of equipment via multi-channel assistance (voice, chat and e-mail, etc), following the scheduling process.
Track the Service Orders ensuring that the scheduling process is carried out with quality and efficiency.
• Confirm customer and vehicle data.
• Capture and record the service provided and customer data to keep the customer's files up to date.
• Work with Dealer’s Operations Team on previous month’s escalation log to adjust exceptions to accepted/decline calls

Billing Service: 
• Assist with negotiations and collection of customer debt according to the customer agreement.
• Provide help and answer questions on billing and invoice disputes (divergent values, payment schedule, duplicate payment, equipment issues, transfer of ownership, among others.)
• Update and record the information/decision in the customer's file. 
• Manage the contracts, pay vendors and hold them accountable

Customer Service_Level 2: must master activities of level 1 before  
• Increase loyalty and retain customer by proposing alternative solutions
• Provide on-going support to Field Operations during the pre & post equipment service delivery.
• Review Dealer’s Acceptance % and Service Time metrics weekly
• Train on basic functionalities and/or Operational procedures  and provide ongoing coaching on offers (new and current)
• Resolve request and provide a direction/decision according the guidelines of the contract (empowerment) 

Customer Service_Level 3: must master and understand the activities of level 1&2 before  
• Perform remote customer support for our solutions (ex: Telematics, OTR, customer integrations, etc).
• Provide support to other countries/regions.
• Propose new operating process/offers that increase value to both customer and the company
• Set up and configure the system for a better use by the customer.
• Carry out personalized customer service for large accounts (Key Accounts)
• Resolve request or other inquiries and provide a direction/decision to the concerned party on matter that could be in or outside of the contract agreement (empowerment) 

CAREER PATH

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