at HEMMINGS MOTOR NEWS* in BENNINGTON, Vermont, United States
Job Description
Hemmings requires a Customer Service Specialist who thrives on growth and results while delivering best in class customer service. This role is the point of contact for sellers as they move through the sale process and critical to giving our sellers a premium experience. This role is inherently cross-functional and will work closely with marketing and executive teams to develop and deliver a world-class Marketplace experience for buyers and sellers. A successful person in this role can effectively manage logistics, interact with customers, and guide sellers through the process with efficiency. The Customer Service Specialist has an understanding of the digital ecommerce landscape and carries a responsibility to ensure every customer is satisfied with their Hemmings experience.
- Respond to inbound customer service inquiries for all Marketplace and resolve their service/sales needs.
- Complete administrative duties associated with service experience in a timely, accurate and professional manner. chatbot
- Multitask; handle inquiries through multiple channels simultaneously (i.e. phone, email)
- Monthly Goals for new customers and customer retention.
- Achieve minimum performance metrics - calls per hour, emails per day, as well as length of interaction, accuracy, user satisfaction, and other KPIs.
- Work collaboratively and cooperatively with other team members.
- Self-manage wrap-up and extended wrap-up times, staying below the acceptable maximums.
- Stay up to date on the hemmings.com website, new product enhancements, and process changes.
- High school diploma and minimum two (2) years customer service experience
- Clear speaking voice and enunciation.
- Upbeat, customer-centric approach.
- Proficient computer skills including the use of Microsoft Word, Excel and Outlook. Database experience (Salesforce)
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