Advanced Guides (Internal only)
About the position Responsibilities • Assist with daily and monthly AAF content updates • Assist with daily and monthly data pulls/reporting • Monitor the agent knowledgebase application (AAF) for changes to content and suggest enhancements as applicable • As needed, monitor real time adherence; ensure the guides are properly supporting the requested service level • Handle supervisor cases/calls as appropriate • Provide an exceptional client experience in every interaction • Provide insightful advice and direct support to members in need. Diagnoses of issues and provide resolution with teaching and guidance • Partners with legacy App owners for troubleshooting and resolution • Handles escalated issues and complex inquiries from the Guides. Problem solves with ease and to provide swift resolution • Mentoring Guides as a subject matter expert allowing for development and team building among the group • Researches and resolves billing or payment issues. Owns the member experience from the very beginning to the end • Identifies and presents out of the box ideas and changes to Leaders through key metrics, including member and employee feedback Requirements • Minimum 3-5 years' experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof • 1 to 3 years of experience in an in-person or retail customer relation experience preferred • High School Diploma required. Associates Degree or Bachelor's degree preferred • A passion for exceptional customer service, the automotive industry, or cutting edge technology Benefits • Health/Dental/Vision/Life Insurance • Flexible Spending Account (FSA) and Health Savings Account (HSA) • 401(k) with company match • Vacation/Sick Time and Paid Holidays • Tuition Reimbursement • Employee Assistance Program • Employee Discount Program • Training and Development Programs (Percepta College) • Employee Rewards Program (Perci Perks) Apply tot his job