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Customer Service Representative

Cypress, CA

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Customer Service

A leading automotive finance company is seeking their next Customer Care Representative!
You will be responsible for taking incoming calls from customers and placing outgoing calls as necessary for follow-up or to provide additional customer assistance. You will answer questions and resolve concerns on topics ranging from simple, such as missing statements, to complex, including dealing with the total loss of a vehicle. With every interaction, you will maintain a service-oriented mindset to meet your mission of creating a positive customer experience and goal of providing service excellence.

You will:

Invest the majority of your time taking incoming calls from customers and placing outgoing calls, including:

  • Answering a high volume of calls, responding to customers’ questions and resolving their concerns
    • Following call pattern guidelines and achieving customer satisfaction measures
    • Providing accurate information regarding customers’ accounts
    • Clearly explaining applicable processes or procedures related to the customers’ situation
    • Maintaining an enthusiastic and positive attitude and serving as a productive member of the department

The remainder of your time will be spent providing account research and information, including:

  • Fulfilling customer service support requests, such as correspondence, titles, tickets and other administrative tasks
  • Meeting service level expectations 
  • Following federal and state laws regarding account servicing
    • Comply with established procedures and policies for account servicing
    • Protect consumer privacy, financial, and personal information

Job Requirements

  • An Associate degree minimum or bachelor’s degree is preferred  
  • Customer service or collections experience is preferred; contact center experience is a plus.   
  • A strong customer service mindset 
  • Demonstrated ability to work well within teams
  • Excellent interpersonal skills with the ability to communicate clearly and concisely verbally and in writing
  • Strong keyboarding and multitasking skills; the ability to talk and type simultaneously
  • The ability to analyze situations and develop creative solutions
  • Solid organizational skills with attention to detail
  • Proficiency with Microsoft Office programs and the ability to learn new systems
  • Reliability, flexibility, coachable
  • Bilingual, English/Spanish preferred  
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