Digital Solutions Customer Care Representative

Who We Are:

From Georgia. For Georgia.  Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service.  From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs.  This all starts with our greatest asset…our employees.

What You Will Be Doing:

As the Digital Solutions Customer Care Representative, you will join a growing team with the goal of creating and supporting the best digital experiences possible for our customers.  You will be responsible for knowing the ins-and-outs of the business, our customers, processes, and systems to support our digital transformation journey.  You will also be responsible for providing exceptional customer excellence and support to our internal and external customers.

Major Tasks, Responsibilities, and Key Accountabilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Strong telephone and follow-up skills, and the ability to meet deadlines.
• Provide product and service information to customers.
• Resolve customer pain points and issues with empathy and efficiency.
• Provide web based and in person training to our customers on systems and tools.
• Collaborate with other team members to ensure customer satisfaction.
• Act as liaison between customers, sales, operations, etc. to route and/or resolve general inquiries.
• Interacts with numerous internal departments to obtain information and complete research necessary for customer inquires.
• Must be able to work in a team environment to interact with employees and all levels of the organization.
• Stay up to date on company policies and products to provide accurate information to customers.
• Demonstrate desire to succeed and win as well as grow career opportunities.
• Demonstrate polite and positive professionalism in all work-related activities.
• Demonstrate desire to provide a best-in-class customer experience.

Education/Experience:

• The knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or GED.   
• The knowledge, skills, and abilities typically acquired through the completion of a bachelor’s degree from a four-year college or university preferred. 
• Three to five years of customer service experience preferred.

Required Qualifications/Skills:

• Excellent communication skills, both verbal and written
• Excellent listening skills
• Strong problem-solving and conflict resolution abilities
• Ability to work in a fast-paced environment and multitask
• Time Management
• Organization
• Proficient in Microsoft Office and CRM software
• Teamwork with all sales channels and operations
• Ability to work independently and as part of a team
• Excellent follow through and follow up skills (leads, issue resolution, etc.)
• Must be willing and able to submit to customer security requirements included but not limited to additional background checks, drug screens, and providing additional identification.

Environmental Job Requirements:
Environment:

• Most of your time is spent sitting at a computer.   
• Willing to work in a climate-controlled environment with moderate noise levels and vibrations carried over from the shop. 

Physical:

• Will require appropriate Personal Protection Equipment to be worn in safety sensitive areas. 
• Occasionally lift, carry, and lower up to 15 lbs.

Travel:

• Travel required - 50%.

Who We Are Looking For:

To be successful in this position you should have excellent communication and listening skills. You should be solution-orientated with strong problem-solving and conflict resolution abilities.  The ability to work independently and in a team environment are essential to this position as well.