Customer Service Representative

Job Description

Job Description

Customer Service Representative

If you are experienced within a call center environment and love to help people, find solutions, we are looking for YOU!

As part of the Premier Auto Credit  family, you will be responsible to contact auto loan customers regarding late or missed payments, acquire facts about the reasonings of delinquencies and assist customers by negotiating payment arrangements. It starts with YOU!

Our Promise to YOU:

We are looking to develop, retain and motivate the most talented people - those who care about a collaborative team environment and are eager to support and learn. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

• Bonus Plan:  This role is eligible for a monthly bonus in addition to baseline hourly pay
• Hours of operation for Customer Service Representatives:  Monday- Friday, 8am-5pm, 1 Saturday a month.

Duties/Responsibilities:

• Help customers to bring their accounts current in the first stage of Collections (1 to 10 Days), in a Predictive Dialer environment.
• Ability to answer a high volume of calls on a daily basis.
• Effectively handle all phone, email, web and fax transactions to ensure customer/consumer satisfaction.
• The ability to offer payment options over the phone to cure early delinquency.
• Perform account maintenance functions such as: explaining terms of auto loan, submitting auto loans for repossession, asking customers for proof of insurance.
• Must learn and abide by the FDCPA Collection Law+
• Other duties as assigned.

Required Skills/Abilities:

• Must be proficient in both English and Spanish.
• Work a flexible schedule.
• Must be able to type minimum of 20- 25 wpm.
• Have good written and verbal skills.
• Must be able to negotiate payment options over the phone.
• Basic computer skills required. Collection software experience is helpful.
• Update, maintain, and analyze customer account profiles.
• Must be able to balance multiple priorities in a high call volume environment while maintaining professional and courtesy customer interactions.
• Reliable attendance track record.

Education and Experience:

• Previous experience in a Call Center environment of 6 months to 1 year is preferred.
• Experience working Debt Collections is a plus.
• A High School diploma or General Equivalency Degree (GED) is necessary for this position.
• Individuals with at least 2 years of college may qualify with no experience necessary.
• You must be able to respond to common inquiries or complaints from customers in a professional manner in both English and Spanish. 
• Ability to add, subtract, multiply and divide in all units of measure i.e., calculate payments, interest charges and other fees.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Heavy phone work
• Heavy typing
• Must wear headsets

Benefits Overview:

Full Time Employee Benefits upon completion of 90-day probationary period include: 

• Employer sponsored medical, dental, vision and life insurance/AD&D coverage opportunities.
• Flexible Spending Accounts (FSA).
  • The company pays 80% of premiums for medical plans for employees only.
• Paid time off accrual opportunity & holiday pay.
• 401k retirement plan (4% employer matching).

NOTE:   This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Premier Auto Credit reserves the right to modify and change responsibilities and duties herein without notice. Pay will be determined based on individual qualifications and experience.

EEO Disclaimer

Premier Auto Credit provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.