Customer Care Representative
Volkswagen Group of America, Inc. - Libertyville, IL

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Job Summary

Provide excellent customer service to our Volkswagen Credit, Audi Financial Services, VW Credit Leasing, LTD, Bentley Financial Services, Volkswagen Bank USA, & Audi Bank USA account holders. Act as the voice of Volkswagen, Audi, & Bentley brands while assisting & resolving-account related questions & challenges under the guidance & support of the Customer Care Coordinators, Assistance Representatives, the Quality & Training Team & the Customer Care Supervisors. Reflect the philosophy of Volkswagen which holds customer satisfaction in the highest regard.

Job Responsibilities

  • Answer & provide concise, accurate, & complete responses to all inquiries.
  • Determine caller’s need & proactively provide appropriate information.
  • Explore all viable solutions, while offering guidance in determining the appropriate course of action.
  • Resolve differing expectations between the customer, dealer body, & company.
  • Utilize the Online Knowledge Base tool.
  • Use discretionary decision making for payment arrangements, extensions, deferrals, & due date changes.
  • Update & verify all account maintenance information.
  • Navigate customers through the set up process & layout of the Consumer Internet.
  • Grant refunds & late charge waivers.
  • Troubleshoot Consumer Internet challenges.
  • Identify & report system, IVR, & Consumer Internet challenges.
  • Maintain comprehensive follow-up to ensure customer satisfaction.
  • Process all customer requests within the predetermined time frame guidelines.
  • Provide accurate & summarizing notes in system of record.
Required Experience

Required Skills

  • Typing skills of 30wpm minimum
  • Able to use office equipment such as fax machines, copiers & printers
  • Collaboration
  • Customer Focus
  • Results Driven
Desired Skills

  • 1-2 years prior automotive related experience
  • 1-2 years prior call center experience
Work Flexibility

About this company
Volkswagen Group of America, Inc. is a wholly-owned subsidiary of Volkswagen AG, the world's fourth largest automaker and the largest...