Summary
Engs Commercial Finance Co. is looking for a friendly, outgoing, and motivated individual that is willing to develop customer relationships while working to resolve all customer questions and concerns. This individual will primarily field incoming calls and e-mails from Engs customers and will be instrumental in helping to resolve issues and/or guide our customers to the proper Engs employee or department for assistance. The ideal candidate will be client focused, detail oriented, and willing to work on projects and see tasks through to completion. The candidate must have solid time management skills and be willing to work in a fast paced, high volume work environment. Excellent oral and written communication skills are necessary to be successful in this position.
Duties & Responsibilities:
- Mastering Lease Plus & Sales Force customer management systems to effectively service Engs customers
- Develop advanced knowledge of our Online Bill Pay system and Mobile Application to be the go-to representative for customer assistance and problem resolution
- Answering and responding to the majority of incoming Engs phone calls on a daily basis
- Documenting all inbound and outbound calls and scheduling follow ups if further action/research is needed to resolve customer issues
- Fulfilling a variety of basic customer service inquiries and requests (payoff quotes, processing payments, etc.)
- Ensuring customer concerns are addressed while taking into consideration needs of Engs Commercial Finance
- Making outbound calls to customers whose payments have been returned due to NSF, stop payment, etc.
- Documenting problems and bringing them to Sr. Customer Service Representative or Manager if customer service is unable to resolve
- Report/meet bi-weekly with direct manager and customer service team to discuss account issues and concerns
- Strive to improve general customer service relations to help Engs achieve superior customer service goals
- Update customer information in Lease Plus customer management system
- Work with our Commercial Collections Team on a daily basis and assist with collections projects as needed
- Primary backup for collections and reception when needed
- Utilize personnel in other departments (Titling, Accounting, Credit, etc.) to resolve customer issues and improve internal processes
- Performs other related duties as assigned by management.
Qualifications:
- Associate degree or Bachelor degree preferred
- 2+ years of finance related customer service call-center experience
- A positive attitude and a friendly and caring demeanor
- Confidence in negotiation and persuasion skills
- Comfortable working with frustrated or upset customers
- Must be a team player
- Bilingual in English and Spanish preferred
Competencies:
- Diversity – Shows respect and sensitivity for cultural differences.
- Ethics – Treats people with respect.
- Adaptability – Adapts to changes in the work environment.
- Attendance/Punctuality – Is consistently at work and on time.
- Customer Service – Manages difficult or emotional customer situations. Responds promptly to customer needs.
- Dependability – Follows instructions, responds to management direction.
- Judgement – Exhibits sound and accurate judgment.
- Oral Communication – Speaks clearly and persuasively in positive or negative situations.
- Organizational Support – Follows policies and procedures. Completes administrative tasks correctly and on time.
- Planning/Organizing – Uses time efficiently.
- Problem Solving – Identifies and resolves problems in a timely manner.
- Professionalism – Reacts well under pressure.
- Quality – Demonstrates accuracy and thoroughness.
- Safety and Security – Observes safety and security procedures.
- Strategic Thinking –
- Teamwork – Balances team and individual responsibilities.
- Written Communication – Writes clearly and informatively.
Physical Demands and Work Environment
- Occasionally required to stand, walk and sit
- Continually required to utilize hand and finger dexterity
- While performing the duties of this job, the noise level in the work environment is usually quiet
- The employee must occasionally lift and /or move more than 10 pounds
- Specific vision abilities required by this job include: Close vision