Customer Service Representative-Remote

Drivetime - Fort Worth, TX

Full-time - Entry Level

Remote - Fort Worth, TX

501-1,000 employees

Motor Vehicle and Parts Dealers

About the position

The SilverRock Customer Service Representative plays a crucial role in providing exceptional customer service by handling inbound and outbound calls related to automotive warranties. This position focuses on educating customers about their warranties, assisting with claims, and ensuring a smooth customer experience in a fast-paced call center environment. The representative is expected to demonstrate high emotional intelligence and effective conflict management skills while consistently meeting performance metrics.

Responsibilities

• Responsible for inbound and outbound phone calls/texts where they educate and answer questions for customers.
• Assist customers with claim process information, claim status updates, and other inquiries related to their warranty and ancillary products.
• Consistently achieve department performance metrics, including handle time and quality assurance scores.
• Demonstrate strong communication skills with internal and external customers, peers, and leadership.
• Problem-solve and identify solutions to unique challenges and scenarios.
• Effectively navigate department resources to identify appropriate resolution for customer concerns.

Requirements

• High school diploma required; Associate's or Bachelor's degree is preferred.
• 3+ years of experience working in a customer service role with conflict resolution.
• Clear and professional verbal and written communication skills.
• Proficient in typing and general computer skills.
• Comfortable in a high-volume, collaborative environment, and managing multiple priorities.
• Solutions-oriented with positive emotional resilience.

Nice-to-haves

• Experience in the automotive industry is a huge plus!

Benefits

• Medical, dental, and vision insurance coverage with a sizable amount of premiums covered by the company.
• 401(K) plan and company-paid life insurance policy.
• Short and long-term disability coverage.
• Growth opportunities with over 1,000 employees promoted year over year.
• Tuition reimbursement for professional development.
• Wellness program with self-guided coaching and cash incentives.
• 15 days of PTO and 8 paid holidays.
• Work from home options with a consistent work schedule.