Detroit, MI, USA, Aug 22, 2017 -- Rock Connections is adding online used car retailer Vroom to its client list as the downtown Detroit call center continues to expand its local workforce.
Rock Connections, part of Quicken Loans founder Dan Gilbert's family of companies, plans to hire an unspecified number of associates who will work exclusively on Vroom's customer phone calls starting in October.
"We think it could be a very good venture for both companies," Rock Connections CEO Victor You told Crain's.
Vroom, a four-year-old start-up that Gilbert has invested in, sells reconditioned vehicles to customers over the Internet and ships them by truck directly to their home. Vroom also buys and picks up vehicles from customers.
But since buying a car is still the second-largest purchase most people will make, they have questions that often require over-the-phone contact, Vroom CEO Paul Hennessy said.
"Because it's so disruptive in this space, customers … want to verify that we really exist," Hennessy told Crain's. "We believe this is important in the early days for customers to have a world-class contact center to communicate with them."
The call center company is at building capacity and is looking for more space in Detroit for a second office as it plans to hire another 200 employees by year's end, You said.
The Vroom account will factor into the additional hires, but You and Hennessy said it's unclear how many new jobs will be created from the partnership.
You said the number of Vroom-focused associates in Detroit will depend on sales and how well Rock Connections performs.
"We believe it could be a very fruitful venture in terms of how many people Rock Connections gets to hire for this," You said.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, August 24, 2017
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