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Job Title: Back - Up DBC Support Ambassador
Call Centre / Department Hours: Between the hours of 7am - 8pm
Days of Week Required: Monday – Friday
Job #: CNX00050769
Closing Date: March 26th 2018
Assigned Recruitment Specialist: Shivana Kanhai
The Dealer Support Advisor responds to dealers, zone offices, warranty administrators and dealer representatives on order and shipping status, claim submissions, and incentive eligibility programs, in a prompt and effective manner utilizing corporate databases, national order management systems, information on file, and personal knowledge. This position provides first level technical support to Dealer network with respect to communication infrastructure and technical applications regarding the communications web based network.
The Advisor responds to inquiries of minimal to high complexity from Service Managers, Warranty Administrators and District Service Managers and serves as the primary contact for all Dealers and zones across Canada. Bilingual services provided via centralized 1-800 line to over all GMCL dealerships across Canada. DSS representatives handle all contact mediums, including calls, emails, white mail and faxes and chat.
Contact various internal departments on a daily basis to clarify information, seek guidance and gather information to respond to customer inquiries
Contact external parties to assist in providing information, gain clarification and gather information.
Answer all incoming customer phone calls within quality standards
Obtain General Motors marketing information through use of scripted questions
Gather and input customer demographics and inquiries in a PC environment
Follow critical elements of the Concentrix Call and File handling process
Determine customer needs through effective questioning and evaluate need for call escalation
Review individual customer cases providing mediation on behalf of client for consideration outside policies and procedures
Reviews escalated calls with Team Leader for resolution / assistance
Execute customer fulfillment requests through contact with appropriate departments
Place outbound follow up calls from customer interaction as required
Place outbound calls as required to meet marketing program initiatives
Make final decisions regarding expense of promotional dollars on the behalf of the client
Returns escalated calls on behalf of management
Learn and stay current with General Motors Centre procedures, product information and online resource tools
Generate templated letters to customers
May participate in focus groups
Answer all shipping related enquiries,
Escalates problems to appropriate second level contacts and logistic departments, if unable to resolve,
Advises dealers as issues/problem are corrected to close case file,
Checks and confirms routing prior to re-consignment request in shipping,
Tracks pending re-consignment requests closely for approval or denial prior to contacting the dealer,
Provide target build weeks to callers,
Performs follow up on existing cases and close cases as required.
Answer dealer questions about incentives, Home Office Letters, and vehicle billing,
Analyzes rejected incentive applications through Home Office Letter on Global Connect to ensure dealers qualify; then advise dealer of the proper procedure to resolve the application issues,
Regenerates new vehicle identification documents, vehicle invoices and various other documents,
Provides incentives charged back for dealers, upon request,
Creates a case for each manual claim received via fax transmission,
Forwards claims to the finance department for payment, liaises with finance department, as required, to resolve the application,
Escalate dealer inquiries regarding discrepancies on invoice or incentive application to finance department,
Performs follow up on existing cases and close cases as required.
Determines cause for return using analytical listening and probing approach to determine root cause and responds, referring to existing case information through research, manuals, database or contacts, if applicable, documents new cases or updates case file information in Contact Management System using Concentrix quality standards Applies Wholesale/Home Office authorization where supported by completed review,
Communicates claim submission information and updates internal database for quick reference and expedient contact handling,
Documents systems issues contributing to claim submission concerns and forwards to designated management for correction,
Performs follow up on existing cases and close cases as required,
Processes Change of Status and Warranty Notification, Warranty Cancellation, Manual Claim submissions,
Reviews, Bill of Lading, Change of Status and Warranty Notifications/Cancellations, Special Assignments,
Maintains document files both hard copy and within the Contact Management System for dealers’ authorization,
Process Transportation Claims when submitted by dealer.
Provide first-level support for DSS applications and system infrastructure, including Global Connect and AutoBook,
Dealer-specific information is captured in the contact centre database or built from previously handled calls; a ticket/case ID is created to track and resolve each contact,
Determine when to escalate problem to second level support or Team Leaders,
The first-line Representative maintains ownership of the case and is responsible for ensuring the case gets a closed status,
Utilize all resources (i.e. EOGs, Bulletins, Option Restriction Memos) to determine root cause of issue (dealer understanding or system issue) dealer is experiencing with ordering tools, including Quick Order, Configuator, AutoBook, and fill out appropriate form and escalate timely,
Assist dealers with Key Codes within specified timeframe,
Password resets for Dealers, Corp Users, internal users, training centres,
Escalate any database or application issues to appropriate parties,
Other duties as required.
Minimum High School education or equivalent education and experience,
Sound knowledge of various operating systems, network essentials and MS Office, client/server technology, satellite communications considered an asset,
PC software knowledge including Windows. Basic keyboarding experience,
Courses or related web experience.
Minimum 2 years experience in a customer service role or call centre,
Solid experience using Microsoft Word, Excel, PowerPoint, MS Project, e-mail,
Technical trouble-shooting experience.
Adaptability – is able and willing to adapt to changing priorities and responsibilities. Able to adjust personal style to changing environment. Maintain focus and intensity and remains calm, optimistic and persistent, even under adversity.
Communication (Verbal and/or Written) - Able to clearly present information through the spoken and/or written word, influence or persuade others through oral presentation in positive or negative circumstances, listens well, able to write clearly in a variety of communication settings and styles.
Culture Alignment - Understands the Concentrix culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical, and respectful manner.
Customer Focus (Internal and External) - Is dedicated to meeting and strives to exceed the needs of internal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect. Communicates with customers in a warm, helpful and professional manner while simultaneously building credibility and rapport.
Decision Making – Exercises good judgment by making sound and well informed decisions based upon a mixture of analysis, knowledge and experience, perceives the impact and implications of decisions, makes effective and timely decisions, is proactive and achievement oriented.
Problem Solving - Systematically breaks apart complex problems and identifies the underlying causes. Identifies trends and sees causes and consequences. Generates a variety of alternative techniques or methods to resolve issues and/or solve problems.
Quality Orientation - The ability to complete work accurately and thoroughly, paying attention to the details of job responsibilities. Produces a minimum amount of errors while completing work. Able to recognize errors in work in progress and make necessary real time corrections. Accurately checks processes and tasks and monitors the results of delegated tasks, assignments and projects.
Teamwork - The ability to work effectively with others to generate a positive, productive and informed work environment. Is united in the collective purpose.
Internal Recruitment Process:
Interested applicants are requested to ensure that they forward a completed internal application to the assigned Recruitment Specialist prior to the specified deadlines.
It is the employee's responsibility to ensure that the assigned Recruitment Specialist receives their complete Internal Application by the specified deadline. Please send via interoffice mail all supporting documents to ATTN: Shivana Kanhai
A complete internal application includes the following: Completion of online application form and submission of an up-to-date resume and Internal Reference Document to Team Leader/ Manager in time for completion and submission to the assigned Recruitment Specialist prior to the specified posting deadline. Late or incomplete applications will not be accepted.
Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit www.concentrix.com.
Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic .