The Senior Customer Service Representative is responsible for delivering great customer service to JM&A dealers, Field Sales Representatives, and product contract holders. This role focuses on enhancing relationships with both internal and external customers by addressing general JM&A inquiries, including contract administration, dealer portal support, and forms/supply orders.

Responsibilities:

Provide courteous and reliable responses to primary support inquiries.
Address general JM&A inquiries, including contract administration, dealer portal support, and forms/supply orders.
Resolve customer questions, complaints, and requests, often involving contract interpretation.
Deliver high-standard, individualized customer service through email and telephone.
Apply knowledge of the organization, products, related services, and policies to provide a variety of customer services.

Requirements

High school diploma or equivalent.
Over 2 years of customer service experience, preferably within an Omni channel contact center.
Agreeable demeanor, dedicated customer focus, and collaborative approach.
Strong motivation and positive team player attitude, capable of working in a hybrid environment.
Superior verbal, written, and active listening communication skills.
Critical thinking and problem-solving abilities to handle high-demand, high-pressure situations.
Proficiency in multitasking, including navigating multiple screens and systems during calls.
Proficient data entry/typing skills and experience using Microsoft Office.
Ability to manage priorities successfully in a dynamic environment.
Provide technical support to auto dealers for portal access and troubleshooting.
Bilingual (English/Spanish) proficiency is a plus.
Ability to interact effectively with various departments and associates, including senior management.
Experience using tools such as Cognos, SalesForce, Beqom, and/or Excel to generate and provide reliable reports.
Technology savvy with the ability to quickly learn various systems.
Basic knowledge of JM&A's products and systems, and knowledge of the overall value proposition to dealer clients.

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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.

JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.

DISABILITY ACCOMMODATIONS

If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [email protected] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.

Senior Customer Service Representative

JM Family

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