Position Summary:

The Dispute Resolution Specialist (DRS) position proactively collects and resolves customer disputes. DRS’s develop and own the relationship with each customer, creating a highly positive customer experience. The person in this role will have responsibility for:

Requirements:

• Maintain continuous communication and contact with customers throughout the 
  process
• Maintain customer files, i.e. document activity notes
• Good organizational skills, time management and detail oriented
• Ability to handle multiple tasks
• Energetic, self-motivated and dependable
• Handles a high volume of inbound calls and emails. 
• Periodically provides back-up coverage for other customer service specialists who 
  are away from their desks.
• Ability to read and interpret documents such as policies, procedures and work
  instructions. 
• Excellent telephone, oral and written communication skills.
• Ability to communicate effectively, both verbally and in writing, with all levels of
  external and internal customers. Ability to write clear and grammatically correct
  correspondence.  Ability to communicate effectively with teammates, vendors and
  customers of the organization. 
• Ability to solve practical problems and deal with variables in situations where only
  limited standardization exists.  Ability to interpret a variety of instructions furnished in
  written, oral, diagram, or schedule form.  On occasion will have to exercise
  independent judgment.
• Proficient in data entry, including speed and accuracy while speaking on the phone.
• Strong customer service skills.
• Demonstrates a sense of urgency in all activities.
• Reliable and punctual attendance.
• Multitasking capability.
• Willingness to continue to evolve and develop personal skills to meet the changing 
  environment. Demonstrates goal-orientation and a drive to succeed.
• Ability to work under pressure and meet deadlines
• Ability to work effectively in a team environment as well as independently. Must be
  able to build strong working relationships with both internal and external customers.
• Ability to maintain confidentiality and discretion in business relationships and exercise
  sound business judgment.
• Excellent telephone communication skills and customer service skills.
• Demonstrates excellent problem solving skills and negotiating skills.
 
Essential qualifications for this position include:

• A minimum of 3 years experience in a problem resolution/help desk/customer service
  environment
• Excellent verbal and written communication skills with a customer connected attitude
  and phone manner
• Proficient with Microsoft Office products
• Ability to multi-task and work well under pressure
• Must be a self starter, responsible, highly dependable, extremely accurate and
  organized
• Must have strong team skills as well as the ability to work independently in a team
  environment

Desired skills include:

• Automotive parts knowledge a plus but not necessary.
• Bilingual skills a plus.
• Some college, degree preferred.
• Above average math skills.