Customer Success Agent

7 months ago

London, Canada J.D. Power Full time

**Title**:Customer Success Agent - P1
**Location**:Remote Canada
**Reports To**:Customer Success Supervisor

**J.D. Power** is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

**The Role**:
As the face of the JD Power Valuation Services products, this mostly inbound phone call support agent role is our customers' first impression of Valuation Services/JD Power. The inbound phone agent will provide support for our Valuation Services customers on all our products, services, and provide recommendations based upon their business needs. This role also collaborates with other JD Power support areas including finance, IT support, and sales support to resolve customer inquiries.

The Valuation Services support team works together to assist each other and support our customers with a 99% first call resolution rate.

**What You'll Be Doing in This Role**:

- Build positive rapport, productive, professional customer and internal team relationships and develop an in-depth understanding of customer needs
- Develop a strong product understanding focusing on maximizing usage and identifying product upgrade and upsell opportunities.
- Combined with your product knowledge and customer service skills, strive to retain at risk customers.
- Process customer payment details in a PCI-compliant manner. Field billing and refund-related questions and suggest solution-focused options.
- Triage, research, diagnose, prioritize, escalate, and resolve how to, technical, product and user administration questions and issues.
- Collaborate with cross-functional teams including warm transfers to account executives, business development, accounting, and next-level technical teams
- Solicit and field customer feedback information and initiatives.
- Give guidance to customers across a suite of products.
- Communicate thoughtful solutions that help customers move forward and grow their business.
- Show composure, resilience and flexibility as customer needs evolve and case volumes change.
- Manage client communications and internal communications to resolution.
- Document all client interactions, errors and suggestions in CRM and trouble ticket systems.
- Report customer and process status's to team, manager and other departments as needed.
- Support an ongoing learning culture.
- Provide gold level customer service.
- Other duties as required by the position.

**Qualifications of this Role**:

- Experience in Customer Service for 2+ years
- Industry experience in automotive a plus, not required
- Software experience in MS office suite

**The Hiring Manager says**:

- I am looking for the kind of person who is reliable, patient and a quick learner. I need this person to be a friendly team player who can also offer "Gold Star" level customer service._

**The Way We Work**:

- Leader Led
- Remote First
- Foster Flexibility
- Reward Performance
- Time Off Matters

**Company Mission**

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients' toughest challenges.

**Our Values**

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.

Truth Finders - At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals, each and every member of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards - the only 'favorite' we have is the truth.

Change Makers - At J.D. Power, we never stand still. We constantly seek better ways - innovating and evolving in everything we do to support our colleagues and our clients alike - and all in service of delivering data and insights that drive meaningful business impact.

Team Driven -** **At J.D. Power, we are one team and we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts. At J.D. Power, these values are more than words.

J.D. Power 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.
- To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes._

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