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Bilingual Customer Service Representative
hace 2 meses
Job Summary:
The position is responsible for providing exceptional and efficient quality service in inbound calls from customers and businesses that own a vehicle through Nissan Motor Acceptance Corporation (NMAC) or Infiniti Financial Services (IFS) in regards to any inquiry, complaint, and/or question they have regarding their loan and/or lease accounts. This includes technical support assistance to the NMAC/IFS website. The role also involves providing service to NMAC/IFS dealerships, insurance companies, and/or third parties inquiring about subjects like payoffs, total loss, vehicle damage, titles, and others. The majority of the calls are in English, but there may be a few calls in Spanish.
Key Responsibilities:
- Receives a standard number of inbound phone calls on active/inactive accounts from NMAC/IFS customers or businesses, NMAC/IFS dealerships, and/or third parties, resolving inquiries, handling complaints, and walking them through the correct process according to their original request.
- Identifies the current account status for appropriate action on both retail and lease NMAC/IFS phone calls regarding a total loss incident, vehicle damage, titles, end of term, interest rate, post maturity date, and other subjects.
- Maintains a quality standard on all phone calls received/made, guaranteeing a minimum overall average percentage of 85% following our call model to ensure all compliance, state, and federal regulations are within guidelines.
- Utilizes all tools and resources available to proactively resolve customer concerns and prevent any further callbacks.
- Follows all adherence guidelines to achieve a minimum target of 95%.
Requirements:
- High school diploma; BA degree preferred.
- Knowledge of excellent customer service techniques (call center-based preferably).
- Fluent English.
- MS Office intermediate.
Skills:
- Basic understanding of the auto finance industry.
- Empathetic with difficult situations.
- Active listening.
- Customer focus.
- Good grammar and communication skills.
- Problem-solving and negotiation skills.
Schedule:
Availability to work 48 hours per week. Schedules could fall within the time frame (6:00 am until 9:00 pm) from Monday to Friday and Saturdays from 6:00 am until 5:30 pm.
