Customer Experience Resolution Specialist - Ruby Car

Ruby Car Customer Experience Resolution Specialist

The impact you’ll make: 

In this dynamic role, you'll be the frontline hero for our valued customers, tackling a wide range of challenges and ensuring their experience with us is smooth and positive. From missing paperwork and issues with delivery, car maintenance concerns and recondition frustrations, you'll be the resolution expert, uncovering the root of the issue and crafting solutions that restore smiles and build trust. Additionally, you will build strong relationships with customers and vendors to ensure we, as RubyCar, provide exceptional customer experience and maximum satisfaction with our products and services. You will work closely with the sales, marketing, and product teams to ensure smooth onboarding, training, and support for our customer-facing programs.

What you’ll do: 

Essential duties and responsibilities:

• Investigate and resolve escalated customer issues: When things get challenging, you'll step in, actively listen to customer concerns, analyze information, and develop solutions to address their needs. Think creatively, collaborate with internal teams, and navigate complex situations with a calm and confident demeanor.
• Handle delivery issues. Ensure timely and accurate deliveries by tracking shipments, addressing delays, and communicating effectively with customers and delivery partners. Be the information hub, keeping everyone informed and resolving discrepancies with patience and resourcefulness.
• Address customer complaints: Empathize with frustrated customers, understand their concerns, and work tirelessly to find solutions that leave them satisfied. Be their voice within the company, advocate for their needs, and build positive relationships that turn complaints into compliments.
• Resolve missing paperwork issues: Track down missing documents, navigate internal systems, and work with relevant departments to ensure smooth processing and completion of transactions. Be the resolution expert, piecing together the missing pieces and keeping the customer journey on track.
• Manage car maintenance and reconditioning issues: Coordinate with service teams, address concerns about repair and reconditioning work, and ensure all vehicles meet our RubyCar standards. Be the customer's trusted advisor, explaining procedures, advocating for fair solutions, and building confidence in our services.
• Document and report issues: Maintain detailed records of interactions, resolutions, and escalations. Identify recurring issues and trends and collaborate with relevant teams to implement improvements that prevent future headaches.

What we’re looking for: 

Preferred education and experience:

• High School Diploma or GED required. Associates or above is a plus – not required.
• 2+ years of experience in customer service or related role. Previous experience working with customer escalations in a fast-paced environment is preferred.

Preferred knowledge, skills and abilities:

• Excellent verbal and written communication and interpersonal skills, with the ability to build strong relationships with customers, internal stakeholders, and vendors
• Proven track record of delivering exceptional customer experiences and driving customer success.
• Strong problem-solving skills and the ability to think creatively to find solutions
• Experience using CRM tools such as Salesforce, HubSpot, or similar systems
• Highly proficient MS Office and related software applications.
• Strong analytical skills and experience with data analysis and reporting
• Experience with online digital sales tools, including but not limited to CRM systems, email marketing platforms, and customer success software
• Automotive/transactional experience with sales process
• Ability to empathize while remaining calm in escalated customer issues

• Ability to handle complex customer issues while maintaining a positive attitude
• Ability to demonstrate strong initiative to exceed expectations.

• Regular and punctual attendance

No supervisory duties

Benefits:

We provide a competitive salary as well as bonus potential, in addition to comprehensive benefits that include Medical, Prescription Plans, Dental, Vision, Flexible Spending Accounts, Basic and Voluntary Life and AD&D, PTO, and 401K Savings Plan with company match of 6%.

Avis Budget Group is an equal opportunity employer – M/F/Veterans/Disabled.

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