Customer Relations Specialist

BMW Shared Services is posting this position on behalf of BMW Financial Services NA, LLC.

BMW Financial Services NA, LLC was established in 1993, supporting the sales and marketing of BMW products.

Subsequently, we have expanded beyond the leasing, retail and commercial financing of a traditional captive-finance company offering a broad variety of products tailoredfor the BMW, MINI and Rolls-Royce customer.Be a part of our exciting growth by expressing an interest in our Customer Relations Specialist position located in Columbus, OH.

As a Customer Relations Specialist, you will be responsible for providing inbound customer service to US customers through direct contact with drivers, potential customers, and BMW employees in a call center setting.

You will be responsible for accurately capturing customer interactions, adhering to call quality standards, identifying and escalating customer issues to the appropriate team for resolution.

In this role, you must remain knowledgeable about all BMW, MINI and Motorrad products, policies, and procedures, customer satisfaction and legal elements involved in customer matters.

You will escalate to management any potential difficulties in terms of product and safety.

WHAT AWAITS YOU.


* Engage and fully document customer calls, written correspondence and/or surveys including customer questions, concerns, issues related to BMW products, parts, retail centers, services, and sales in addition to any other inquiry or complaint presented within established service levels.

Comply with all applicable State and Federal regulatory requirements, as well as BMW Policies and Procedures


* Employ call quality and customer satisfaction techniques to maximize the customer's satisfaction with the call.

Ensure the highest level of customer service through direct contact with drivers, potential drivers, BMW Centers, and BMW NA headquarters.

Ensure that BMW is resolving all complaints and inquiries appropriately


* Utilize all available resources (DCS, Salesforce, Centernet, CKM Hub, AIR, etc.) as well as individual knowledge and experience to document complete and robust details of customer complaints in order for the Case Management team to propose resolutions on behalf of BMW Group.

As a Customer Relations Specialist your shifts will vary between the hours of 9AM - 9PM on Monday - Thursday and 9AM - 6PM on Friday.

Some evenings through the week will be required.

During the initial training period, you will be onsite with your colleagues and trainer.

This is a hybrid role that requires regular attendance in the office.

WHAT YOU SHOULD BRING.


* High School Diploma or equivalent.


* 6-12 months experience in Customer Service, Customer Relations Experience.
+ Preferences:
+ Bachelor's Degree
+ 1 - 2 years Automotive industry experience
+ 1- 2 years of service industry experience, dealing directly with customers (Retail, Food Industry, etc.)
+ 1 - 2 y...