Dialog Direct
  • Operations
  • Highland Park, MI, USA
  • Hourly
  • Full Time

Medical, Dental, Vision, 401K


This individual will understand the various vehicle service contract options and is  expected to take ownership of the call and inquiry

Key Responsibilities:

  • Service all incoming calls from customers regarding service contract inquiries
  • Ability to warm transfer and/or provide callback timeframe
  • Provide detailed notes in various sales platforms and Microsoft Excel
  • Utilize databases to initiate sales process for sales agents
  • Strictly adhere to department policies, processes and procedures
  • Code call outcomes in database provided
  • Participate actively in quality and training initiatives
  • Resolves customer complaints by trouble shooting problems and developing solutions making recommendations to VSC leadership
  • All other duties assigned

Qualifications and Skills:

  • Excellent verbal and written communication skills
  • Detailed oriented
  • Strong reliability
  • Minimum of three to four years of customer service and clerical skills
  • Customer follow-up skills (call back on time, review account to understand the call strategy)
  • Typing Skills (35 45 WPM)
  • PC literacy (Microsoft Excel) basic skills required and knowledge of Outlook
  • Attentiveness and active listening - This is critical to identifying customer needs - customers will be transferred to Sales Agents and appropriate departments
  • Customer Focused Recognize that the customer experience is crucial to the sales process. The goal is to WOW the customer before the transfer takes place
  • Product Knowledge The ability to answer general information and discovery questions before transferring customers to the appropriate department; i.e. vehicle eligibility and identifying sales calls versus other service related calls (Claims, Customer Care and Roadside request, etc.)
  • Organizational Ability- Track incoming calls and manage call transfer spreadsheets
  • Communication Skills Can clearly articulate requests such as: asking for follow-up feedback, delegating call back duties and documenting call outcomes
  • Computer Skills- Managing call reports. Having the ability to analyze and record data in Microsoft Excel

About Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States. 

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