Customer Support Associate II

Customer Support Associate II

As a Customer Support Associate II, you will be the first point of contact for clients, handling phone calls and ticket inquiries to ensure seamless workflow management within Client Support. In this critical role, you will provide concierge-level service by addressing client needs promptly, conducting thorough research, and delivering timely resolutions. You will maintain the highest standards of customer service in every interaction, following up to ensure issues are fully resolved. Collaborating closely with cross-functional teams across ACERTUS, you will help achieve company objectives while consistently putting the customer first and delivering best-in-class support.

Pay: $20 - $22/hr. Based on experience

Schedule: Monday - Friday 8:00am-4:30pm or 8:30am-5:00pm

What you will be doing:

• Handle both inbound and outbound calls, and written communications
• Strong written communication skills; ability to provide timely, customer-friendly responses to both internal teams and external clients
• Responsible in developing, maintaining, and updating process guides and informational knowledge articles
• Provide peer training and support upon onboarding
• Handle complex, escalated inquiries by professionally de-escalating situations and resolving issues through cross-functional collaboration
• Identify process gaps and collaborate with cross-functional teams to implement improvements using available tools
• Meet established KPI and SLA expectations, including CSAT, call performance metrics, and ticket resolution metrics
• Establish and maintain interpersonal relationships with partners
• Work closely with partners to provide updates, follow-up and resolution of outstanding items generated from calls or tickets
• At all times, represent ACERTUS professionally with conduct that aligns with core policies and procedures
• Utilize internal resources to investigate, evaluate and resolve issues in a timely and accurate manner using sound business judgment
• Work with partners to develop long-term solutions and process improvements
• Participate in ongoing training and development for both self and other partners
• Maintain appropriate SLA's for inbound call answer times and ticket response times
• Provide best-in-class customer service to both internal teams and external clients
• Other duties as assigned

What we require:

• Bachelor's Degree Preferred.
• Demonstrate creative problem-solving by thinking outside the box and striving to resolve issues efficiently and promptly
• Proficient in Microsoft Office programs, Zendesk, Transport, Transtitle, and other general office equipment
• Foster and maintain a positive, collaborative team culture.
• Adapt effectively to change and support others in navigating transitions.
• Ability to map out processes to gain efficiency.
• Ability to analyze data and make decisions.
• Organized thinker with exceptional attention to detail.
• Excellent communication skills, both verbally and in writing.
• Ability to effectively organize and prioritize work, as well as concentrate on multiple tasks simultaneously.

Benefits

At ACERTUS we believe that our employees are our greatest asset. Our benefits include:

• Medical, Dental and Vision Insurance start on the 1st of the month following your start date.
• Company Paid Time Off
• 8 Company Paid Holidays
• 401(k) with auto enrollment at 3% on the 1st of the month following your start date.
• Casual Dress Code

About ACERTUS

ACERTUS is an automotive logistics provider that utilizes technology to provide unparalleled service and visibility into the transportation process accompanied by a full suite of vehicle lifecycle solutions. Our people, process, and innovative technology are the engine behind our relentless drive to deliver. We believe in enhancing our customers' experience by providing end-to-end solutions throughout the lifecycle of a vehicle. ACERTUS offers a suite of vehicle transportation services, customizable technology, a national title and registration platform, compliance services, home delivery and pickup, and a growing vehicle storage footprint throughout North America.

ACERTUS is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.