CALL CENTER CUSTOMER SERVICE - DETROIT, MI



The position is responsible for phone and e-mail inquiries including investigating, resolving and responding, in oral or written form, to customer inquiries. This role understands the various installment payment products and provides necessary follow- up, including initiating customer correspondence to ensure satisfaction.



CALL CENTER CUSTOMER SERVICE RESPONSIBILITIES



• Respond to inbound calls from customers regarding services, providing information, answering questions, and resolving concerns


• Make outbound calls on defaulted accounts or to update a consumer with information


• Handle between 90 and 120 inquiries daily (inbound and outbound)


• Utilization of internal custom databases to place comprehensive notes relative to customer inquiries


• Accurately enter and update customer information in the database


• Process payments


• Redirect applicable calls to the correct department as needed


• Assist customers with understanding refunds due when cancelling VSC coverage


• Utilize "voice of the customer" knowledge and experience to identify program challenges/concerns for improvement and notify your supervisor


• Assist dealers with basic questions about the program


• Maintain a high level of professionalism and customer service on every call



CALL CENTER CUSTOMER SERVICE REQUIREMENTS



• Excellent Communication Skills (Verbal & Written)


• Telephone Skills


• Strong Math Skills


• Interpersonal Skills


• Organization Skills


• Problem Solving Capabilities


• Customer Follow-up Skills


• 2 years call center experience with proven customer service skills


• Basic computer skills and ability to navigate CRM systems


• Sales experience is a plus but not required


• Ability to work in a fast-paced environment and handle multiple tasks


All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.