Service Agent

The Service Agent plays a critical role in ensuring customer satisfaction, supporting customer loyalty, and driving regional growth for Autodoc. This role is responsible for efficiently managing product returns, providing in-person assistance to customers, and addressing service issues with the support of the contact center. By building strong customer relationships, educating clients on Autodoc-Pro’s offerings, and reactivating inactive accounts, the Service Agent actively contributes to customer retention and satisfaction. Additionally, the Service Agent gathers valuable feedback, conducts customer surveys, and shares insights to support the continuous development of Autodoc-Pro services.

With a commitment to excellence in customer service and extensive travel within the designated zone, the Service Agent is essential in enhancing Autodoc's reputation, expanding its customer base, and fostering long-term loyalty.

Return Management:

• Oversee the return process within the assigned zone by collecting returns directly from customer locations in alignment with CRM protocols.

• Coordinate the efficient transfer of returned items to the Autodoc warehouse, ensuring all logistical procedures are followed.

Customer Loyalty and Support:

• Act as the primary liaison between customers and Autodoc, fostering strong customer relationships and promoting loyalty.

• Assist customers with navigating and utilizing the Autodoc-Pro website, providing guidance as needed.

• Resolve customer issues with the support of the contact center, ensuring prompt and effective solutions.

• Document each customer visit with a detailed CRM report, capturing key insights and follow-up actions.

• Inform customers about new Autodoc products and services, keeping them engaged with offerings that meet their needs.

Zone Development:

• Conduct visits to potential customers (leads) to introduce them to Autodoc-Pro and assess their business needs.

• Reengage inactive customers in the zone to drive reactivation and renewed engagement.

• Maintain and update the customer database for the assigned zone, recording new accounts, closures, and any relevant changes.

Contribution to Autodoc-Pro Development:

• Provide factual feedback and insights through designated Slack channels to inform broader organizational strategy.

• Conduct customer satisfaction surveys within the zone to gather valuable input and enhance service quality.

Additional Responsibilities:

• Spend the majority of the workday traveling within the designated zone, adhering to all traffic regulations and Autodoc’s vehicle usage policies.

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• Minimum of 2 years of experience in customer service/field service background

• Strong focus on customer satisfaction, with the ability to build and maintain positive relationships with clients.

• Ability to address customer issues efficiently, finding solutions independently or with the support of the contact center.

• Excellent verbal and written communication skills in language of country of employment, capable of explaining technical information and new products/services clearly to customers.

• Strong organizational skills to manage a busy travel schedule, track customer interactions, and maintain up-to-date records.

• Ability to perform the duties of the role, which may involve extensive travel, occasional lifting, and handling of product returns.

• Ability to accurately update customer files, complete CRM reports, and document all interactions thoroughly.

• Able to work independently with minimal supervision and demonstrate initiative in managing tasks and customer relationships.

• Demonstrates a high level of professionalism and integrity in all interactions with customers and colleagues.

• Ability to learn and navigate new software systems efficiently.

• Must be willing to spend the majority of the workday on the road, covering the assigned zone. Occasional overnight stays may be required.

• Valid driver’s license with a clean driving record, in compliance with company vehicle usage policies.