Position Summary

In this dynamic role, you will provide direct support to Suzuki retail customers and dealers, handling concerns in a way that benefits all parties. This position requires strong communication abilities, exceptional customer service skills, and a proactive approach to problem-solving. You will work closely with both internal and external teams to research, analyze, and resolve time-sensitive tasks efficiently. Additionally, you will be responsible for following up on sales and service emails and managing social media feedback, ensuring a positive and unified customer experience.

Key Responsibilities

Serve as the primary contact for customer inquiries via email and phone.
Actively listen to customer concerns, resolve issues when possible, and escalate complex matters when necessary.
Provide prompt, clear, and professional responses to customer inquiries.
Accurately record and update customer information in our systems.
Maintain organized records of all customer interactions.
Collaborate with department supervisors and teams to identify solutions and resolve complex issues.
Focus on providing solutions rather than excuses to ensure customer satisfaction.
Follow up on sales and service emails to ensure timely and effective communication.
Monitor social media platforms for negative posts and feedback, addressing concerns and escalating when appropriate.

Required Qualifications

Strong grammar, punctuation, and spelling skills.
High school diploma or equivalent.
Basic understanding of customer service principles and best practices.
Basic computer proficiency: ability to navigate systems, type 30+ words per minute, and multitask.
Excellent written and verbal communication skills.
High attention to detail and thorough documentation.
Ability to tailor customer interactions for a personalized experience.
Self-motivated, confident, and solutions-oriented.
Friendly, adaptable, and professional demeanor at all times.
Strong troubleshooting abilities with a positive attitude under pressure.

Preferred Qualifications

At least 1 year of experience in a customer service-related role.
At least 1 year of call center experience.
Bilingual in English and Spanish is a plus.

If you are passionate about providing exceptional customer service and thrive in a dynamic, collaborative environment, we encourage you to apply!

Suzuki Motor of America, Inc.

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