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Jacksonville, FL 32256 | Contract to Hire
** Call center hours are generally 7am-9pm, with weekend availability required **
A leading auto finance customer service organization with a portfolio of 4 million accounts, is looking for Customer Service Reps to assist with their full spectrum auto servicing department.
It is a fast-paced, challenging and collaborative working environment. Employees are focused on consistently delivering a superior customer experience.
As a Customer Care Representative in our servicing center you will be an essential part of a team responsible for ensuring that customers accounts are properly serviced during the life of the loan. This may include, but is not limited to, researching payments, analyzing documents and account revisions. While change acceptance and adherence to metrics are keys to success, having fun and maintaining a positive attitude is required.
The purpose of this position is to execute the strategic vision to profitably deliver a premier auto-finance servicing experience to customers. Primary focus is delivering a repeatable, low effort, high quality experience to each and every person we serve. People we serve would include consumers, dealers and peers.
Meet or exceed all assigned operational, customer-experience metrics, and objectives on a consistent basis.
Provide personalized customer service of the highest level by establishing rapport and presenting a positive and friendly attitude.
Ensure processes are done thoroughly, accurately and per legal/process requirements.
Build customer interest in the services and products offered.
Accurately update systems and databases with status details and other information relating to customer concern or need.
Strive for first contact resolution. Research and problem solve customer/dealer issues and provide effective solutions that meet the customers’ needs. Ask customer if their question/issue/request was handled to their satisfaction.
When first contact resolution is not achieved/possible, provide low-effort experience for customer by ensuring customer is contacted afterwards. Ask customer if their question/issue/request was handled to their satisfaction.
Prepare and exchange information with other business units.
Quality Management – look for means of improving as well as promoting low effort customer experience in line with all quality and compliance standards.
Ability to adapt to change and meet the changing demands of the work environment.
Maintain strict confidentiality with customer, employee, and company information.
Follow policies and procedures and abide by the Code of Conduct
and Ethics and Information Security Standards.
Arrive to work when scheduled and on time.
Miscellaneous duties as assigned.
HS diploma or equivalent required.
Prior experience in customer service, financial services or similar industry preferred. Associate’s degree or Bachelor’s degree in business or related may be used as a proxy for the experience.
Proficient verbal communication skills, fast and accurate typing, and the ability to create grammatically correct responses/comments without spelling errors.
Sound knowledge and application of business telephone etiquette
Ability to quickly recognize signals of a disgruntled customer, diffuse the situation, and respond without getting angry; able to recover customer loyalty.
Possesses sound judgment and analytical abilities, able to develop logical solutions, ability to handle difficult customer situations, to respond promptly to the needs of the customer, and solicit feedback to improve service.
Above average computer knowledge/technical skills; adept at using search tools, browsers, email features, attaching files to correspondence, utilizing tracking tools, familiarity with CRM solutions, proficient knowledge of Excel, navigation of databases and web based applications/workflow tools, and intermediate knowledge of Microsoft Outlook.
Ability to treat people with respect in all situations, instill trust in others while upholding values of the organization.
Ability to work well as part of a team;exhibit objectivity and be open minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
Dependability; ability to follow instructions, take responsibility for actions, and keep commitments
Ability to make efficient use of time and resources; adhere to process capacity plan expectations and targets.
Ability to multitask
Strong attention to detail and ability to analyze account level data/information.
Strong written/verbal communication skills
Motivated and self-driven