Customer Service Associate

Customer Service Representative

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most.

At this time, a Customer Service Representative is needed to assist all customer needs. Customer Service Representative responds to inbound calls in a timely manner while providing the utmost customer service.

This Customer Service Representative role offers flexible work arrangements, including onsite or hybrid options. The standard schedule is 8:00 AM 5:00 PM PST. Local applicants are encouraged to apply.

Compensation: $20.00 - $25.00 per hour depending on experience. Exceptional benefits package!

Essential functions:

• Respond to inbound calls in a timely manner using the utmost professionalism.
• Take detailed notes of conversations. Provide that information in Five9.
• Pull accounts up in the system.
• Handle general question calls.
• Refers to Dealer Notes for guidance on a regular consistent basis.
• Confers with team lead/supervisor when unsure of how to guide a customer.
• Escalates irate customers to supervisor.
• Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
• Strives to enforce and live the Portfolio philosophy every day.
• Other duties as needed (ex. Ad Hoc Administrative Reports/Tasks).

Education and qualification requirements:

• High School Diploma or equivalent.
• Previous customer service experience over the phone or in person in an automotive-related industry.
• Ability to maintain an upbeat, positive, friendly, and clear tone of voice over the phone at all times.
• Strong computer skills especially in navigating the internet and conducting research.
• Process-driven.
• Ability to effectively communicate with diverse audiences and overcome objections/receive pushback from customers.
• Proven ability to understand the terms and conditions of the contracts that Portfolio administers.

Preferred requirements:

• Strong understanding of ALDS contracts
• Strong communication skills both written and verbal.
• Ability to navigate through multiple computer software programs.

Work environment and physical requirements:

• Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Ability to frequently sit for long periods of time.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen

$20 - $25 an hour Protective's targeted compensation for this position is $20.00 - $25.00, hourly. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.

Employee benefits:

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.

Accommodations for applicants with a disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email View email address on click.appcast.io. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.