Inbound Customer Service Specialist

Company: Lithia Motors
Location: Medford
Posted on: June 6, 2021

Job Description:

Dealership:

L0105 Lithia Home Office

Lithia Motors, Medford OR

Lithia Motors (NYSE: LAD) is the third largest automotive retailer in the U.S. and was named a 2019 Oregonian Top Workplaces award winner. We are one of the fastest-growing companies on the Fortune 500 (#265 in 2019).

With a mission of Growth Powered by People, Lithia continuously creates new opportunities for our people. We aim to create an environment where you are enabled to reach your highest potential, where you feel both inspired and supported.

With core values to Earn Customers for Life, Take Personal Ownership, Improve Constantly and Have Fun, we believe in celebrating success and cheering one another on!

We're HIRING NOW for a Inbound Customer Service Specialist! This role is based at our beautiful Corporate offices in downtown Medford, OR.

Inbound Customer Service Specialist

The Inbound Customer Service Specialist for Lithia Shared Services will be responsible for providing excellent customer service via phone, email and personal communications. They will be responsible to ensure one contact resolution to both our internal and external customers.

The Inbound Customer Service Specialist reports to the Supervisor, Communications Shared Services.

Responsibilities

• Acts as a subject matter expert to effectively partner with shared services teams to achieve desired outcomes by clarifying needs, providing appropriate solutions, and performing root cause analysis.
• Be an exceptional problem solver by maintaining knowledge of the automotive industry and be able to use multiple systems and applications interchangeably to resolve issues efficiently.
• Uses systems to document and escalate questions as needed following the appropriate processes.
• Resolve customer (both internal and external) issues regarding payment issues, inventory questions, funding questions, banking inquiries and general customer concerns by phone, email, chat, social media or in person.
• Establish and maintain positive working relationships with dealerships, peers, management, and coworkers.
• Assist in creating and updating solutions for our knowledgebase systems to be used for training and information purposes
• Create a sense of on delivering and achieving results based on appropriately high standards and measures
• Actively contributes to delivering, maintaining and improving procedures and processes to increase customer satisfaction.
• Meet performance objectives of the Quality Assurance program to ensure excellent service to our business partners and customers.
• Accomplish long-term objectives that are in alignment with the overall company's vision and strategies.
• Prioritize tasks and resources to accomplish assignments efficiently and strategically

Skills and Qualifications

• Strong attention to detail
• Excellent communication skills
• Sense of urgency
• Active listening
• Critical thinking
• Time management
• Previous experience in a fast-paced Customer Service role within an email management environment a plus.

Competencies

• Does the right thing, takes action and adapts to change
• Self-motivates, believes in accountability, focuses on results, makes plans and follows through
• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
• Thrives on a team, stays positive, lives our values

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*

• Up to 1/3 of time: standing, walking, lifting up to 25 pounds
• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing
• Reasonable accommodations may be made to enable individuals to perform the essential functions.

NOTE: This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.

We offer best in class industry benefits:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

High School graduate or equivalent, 18 years or older required. Acceptable driving record and a valid driver's license in your state of residence necessary for select roles. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Keywords: Lithia Motors, Medford , Inbound Customer Service Specialist, Other , Medford, Oregon