Operations Processor I - Audit

Position Summary: This position works to provide superior customer service; receives, analyzes and processes day-to-day business transactions efficiently while meeting the expectations of customers and departmental KPIs. Follows internal operating procedures, business processes and policies.

Essential Duties and Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

• Provides superior customer service through various channels, i.e. voice, email, chat, etc., by interacting with internal and external customers in a professional, courteous and ethical manner
• Processes, resolves, and documents routine customer transactions through completion; Researches, analyzes, provides complete and accurate information and solutions
• Tracks work progress as needed
• Complies with established operations policies, guidelines, procedures and practices
• Meets individual and team targets for phone and performance metrics
• Builds and maintains in-depth working knowledge of all CNAN’s Operations systems, processes and solutions

Performs additional duties as assigned.

Education

High School Diploma or equivalent

Experience

One to two years of related customer service experience. Experience in inbound call transactional work desired. Experience within a dealership or related to the vehicle service contract industry preferred.

Skills, Knowledge and Abilities

• Working knowledge of concepts practices, procedures and principles related to the industry a plus
• Possess a strong customer orientation and the ability to build relationships of trust and mutual respect with internal and external customers and team members
• Possess analytical skills to grasp simple to mildly complex situations with changing circumstances for well-reasoned solutions that balance risk
• Customer service techniques
• A strong work ethic and time management skills in order to handle activity load and meet KPI’s
• Proficient computer navigation skills using a variety of software including Microsoft Office Suite