ROLE OVERVIEW
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 emails from Engs customers and will be instrumental in helping to resolve issues and/or guide our customers, dealers, co-workers, etc. 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. We are seeking an outgoing and ambitious individual with leadership abilities who can train and mentor less experienced representatives.
ROLE RESPONSIBILITIES
- Mastering Lease Plus and Salesforce customer management systems to effectively service Engs customers.
- Answering and responding to incoming Engs phone queue 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.)
- Utilize the Salesforce ticketing (“cases”) platform to fulfill customer requests
- Provide leadership and guidance to customer service representatives and set a positive example for the department
- Ensuring customer concerns are addressed while taking into consideration the needs of Engs Commercial Finance
- Assist other representatives in resolving phone calls involving difficult or upset customers
- Making outbound calls to customers whose payments have been returned due to NSF, stop payment, etc.
- Documenting problems and bring them to the Customer Service Manager if customer service is unable to resolve
- Meet bi-weekly with direct manager and customer service team to discuss account issues and concerns. Take meeting notes to follow up on any action items.
- Participate in weekly Customer Service department meetings to discuss and document questions, concerns, updates, projects, etc.
- Strive to improve general customer service relations to help Engs achieve superior customer service goals
- Utilize personnel in other departments (Titling, Accounting, Credit, etc.) to resolve customer issues and improve internal processes
- Complete special projects or tasks assigned by the Customer Service Manager
- Develop new processes and procedures that will enhance the efficiency and performance of the Customer Service Department. Update existing processes and procedures as needed.
BACKGROUND/EDUCATION & RELATED REQUIREMENTS
- 5+ years of finance related customer service experience.
- A positive attitude and a friendly and caring demeanor.
- Confidence in negotiation and persuasion skills.
- Comfortable working with frustrated or “stressed” customers.
- College degree preferred.
- Bilingual in English and Spanish preferred but not required.
- Determination to enhance processes and procedures to continuously improve our customer experience and not settle for the “status quo”.
POSITION TYPE AND EXPECTED HOURS OF WORK
This is a full-time position. Standard work hours are Monday-Friday, 8:00 a.m. to 5:00 p.m. with overtime eligibility as needed.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.