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Customer Service Representative

ROUSH
Livonia, MI
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Known for its engineering expertise, automotive performance and racing team, Roush Enterprises, Inc., solves complex problems for hundreds of customers across the globe. Its division, ROUSH CleanTech, is a proven leader in design, development, and manufacturing of advanced transportation solutions for medium-duty commercial vehicles and school buses. The Livonia, Michigan-based company delivers economical, emissions reducing, domestically produced fueling options for fleets across North America and with more than 25,000 units deployed is poised for more significant growth. Learn more at ROUSHcleantech.com or by calling 800.59.ROUSH.

Due to growth, Roush is looking for a Customer Service Representative (CSR). The CSR will be responsible for fielding inquiries through the ROUSH CleanTech Contact Center, managing customer records, and responding to customer concerns as they develop. They will coordinate communication between management, technical resources, and end-users to address escalating/sensitive concerns to ensure timely responses and follow-through. They will play a key role in influencing customer satisfaction for the entire organization. This position is located in Livonia, MI.

Essential Duties and Responsibilities

  • Answer incoming customer support inquiries via phone, e-mail or website
  • Open, work and resolve Customer Support cases in a timely manner
    • Cases contain but not limited to the following types of cases: general customer service questions/concerns, vehicle platform/configuration inquiries, part identification/pricing requests, potential sales leads, product interest, dealer/customer set-up
  • Effectively triage escalating customer concerns by acting as a liaison between customers, service centers, and internal management
  • Collecting customer, vehicle, and technical information to enter a repair case for Technical Support
  • Provide support for service parts order processing
  • Ensure timely follow-up to open support cases and customer concerns
  • Accepts and processes new service center paperwork including W9’s
  • Manage data entry / data integrity projects in PeopleSoft and Salesforce
  • Set-up new contacts/accounts in PeopleSoft and Salesforce

Requirements

  • High school diploma or equivalent
  • 2+ years of customer service experience
  • Experience handling customer service inquiries via phone and email
  • Demonstrate professionalism and interact with all levels of employees and with customers
  • Proficient computer skills and use of MS Office programs including PowerPoint and Excel
  • Excellent verbal and written communication skills
  • Excellent organizational skills

Preferences

  • Experience with Salesforce or other CRM platforms
  • Experience working in a contact center environment
  • Experience with order processing or accounting functions
  • Understanding of automotive technology or alternative fuels technology

To apply, please visit the Roush careers page by clicking on this link: https://roush.applytojob.com

Our 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.com

Like us on Facebook: www.facebook.com/RoushCareers

Roush is an EO employer – Veterans/Disabled and other protected categories

If 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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ROUSH

Address

Livonia, MI
48150 USA

Industry

Business

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