Chat Support - Venteon

Harvard Resource Solutions is seeking Customer Service Representatives for our automotive client on a temporary basis.

In office ( Potential for hybrid after 3-4 weeks with 1- 2 days in office )

Must be flexing to work: 8am - 5pm, 10:00am - 7:00pm 11:30am - 8:00pm

Position Overview :
We are seeking a detail-oriented and customer-focused Customer Service Representative to join our team. This individual will be responsible for supporting Ford dealerships with recall repairs by providing approval codes, generating authorization codes, reviewing various systems, and maintaining effective communication through web-based platforms. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and the ability to manage multiple tasks while ensuring the highest level of customer satisfaction.

Key Responsibilities :

• Recall Repair Authorization :

  • Provide approval or authorization codes to Ford dealerships for recall repairs.
  • Review and validate repair requests against recall data to ensure eligibility for approval.
  • Generate and process authorization codes in accordance with company procedures and recall guidelines.

• System Management and Review :

  • Access and review various systems to verify customer, vehicle, and recall information.
  • Cross-check data accuracy and ensure all systems are up to date with the latest recall information.
  • Work closely with the technical team to address any discrepancies or issues in recall data.

• Communication and Customer Support :

  • Communicate with Ford dealerships and customers to provide necessary updates, approvals, and repair instructions.
  • Handle inbound and outbound communication via web-based platforms, emails, and calls as needed.
  • Assist dealerships with any inquiries related to recall repair processes, ensuring quick and accurate responses.

• Problem Resolution :

  • Troubleshoot and resolve issues related to recall repair approvals, coding errors, or system-related problems.
  • Provide guidance and support to dealerships in navigating the recall process.

• Documentation and Reporting :

  • Accurately document interactions, approval codes, and system updates for record-keeping and reporting purposes.
  • Prepare regular reports on recall repair status and approvals.