Customer Success Representative II
New
All States EXCEPT we are not able to move forward with candidates that live in: CA, NY, WA, IL, OR and MUST BE LOCATED WITHIN THE UNITED STATES., MSTFull-TimeMiddle
Salary22 USD per hour
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Job Details
- Required Skills
- Microsoft ExcelMicrosoft Office
Requirements
- Associate or bachelor’s degree
- Experience in inside phone sales, telemarketing, quality assurance or customer service with auto finance companies or car dealerships
- Strong listening, verbal, and written communication skills
- Ability to read and comprehend simple instructions, short correspondence, and memos
- Ability to write simple correspondence
- Ability to effectively present information to customers, clients, and all levels of management
- Ability to calculate figures, proportions, and percentages
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
- Ability to deal with problems involving concrete variables in standardized situations
- Detail-oriented with ability to organize, prioritize and work independently
- Strong critical thinking skills
- Ability to toggle between applications on a dual monitor setup
- Proficiency with Microsoft Office
- Intermediate Excel ability
- High level of personal motivation, professionalism and integrity
- Ability to exercise discretion and judgment
- Must be dependable
Responsibilities
- Understand and demonstrate principles of The Savings Group’s Mission, Vision, and Values.
- Document all accounts, contact, and activity information into various systems.
- Answer calls from internal and external sources, while providing a world-class customer service experience.
- Manage inbound and outbound communication by email, phone and/or text to customers and Lenders or previous lien holders, including de-escalation of phone calls.
- Consistently respond to auto finance inquiries in a timely, efficient, and professional manner.
- Outreach all funded loans within one business day via phone/email and contact customers who have completed a funded loan to assess their experience.
- Perform Quality Assurance by listening to calls made by loan specialists and completing compliance checklists.
- Handle voicemail responses for internal and external TSG Departments.
- Work inbound email boxes (Save/Sales) and follow up via phone call for escalated customers.
- Research and resolve Short Payoff Issues to ensure loans are fully paid off.
- Grade customer experience with provided tools, both on the customer’s experience and on the Loan Specialist who assisted them.
- Provide responses to customers who left reviews on their auto loan experience via Podium/Birdeye or other lead sources.
- Work Regulatory/BBB Complaints.
- Perform Lien Holder Verification for LOS and NetSuite add.
- Compile data received from calls such as log of complaint reasons, escalations, and relevant information (RCA).
- Manage Cancellations Inbox and responses.
- Handle Unwinds/Issues and chase funds.
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