Customer Service Representative

Customer Service Representative

At American Pacific Financial Services Corp (APFSC) we are devoted to our customer's cause and offer the best debt management program available. Striving to maintain the highest quality standards, we help families get back on track through financial counseling and education. Working together, we find a better way out of debt, and a healthy way back to financial freedom.

We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure. You will be required to provide outstanding customer service to approximately 600-800 clients. This job is focused around providing phone support for clients, managing their accounts, addressing any problems or concerns they might have, following up with clients, being detail oriented, and replying to emails and online requests.

This Position is Full-Time, 8 Hour Day Shift, Monday - Friday.

Responsibilities

• Serve as main point of contact for existing clients enrolled in our Debt Management Program
• Maintain new and existing accounts by following up with clients on missing forms, payment information, changes to their accounts, etc.
• Welcome clients to the program with an introduction call that includes walking them through their online account.
• Communicate with creditors as needed on behalf of the client
• Perform other administrative tasks as required
• Receive a high volume of inbound calls and emails
• Identify the reason for the customer's call, collect relevant information, and provide solutions
• Refer to premade scripts for a variety of customer service topics
• Use best practices in customer service techniques to develop rapport and build relationships with customers
• Document all customer interactions
• Meet personal and team quotas
• Attend trainings to maintain up-to-date skills and knowledge

Qualifications

• High school diploma/GED REQUIRED
• 1-2 experience as a Customer Service Representative or in a similar role is preferred
• Comfortable using computers and customer management software
• Excellent phone and verbal communication skills
• Understanding of active listening techniques
• Ability to work well under pressure
• Highly organized with the ability to prioritize projects and manage time effectively
• Bilingual in Spanish/English strongly preferred but not required.

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Employee ASC discount club card
• 401k and Health Insurance
• Career Growth Opportunities

Pay Starting at $20 USD hourly Ranging from $20-$25 hourly based on relevant skills and experience

We are a 5-star Google-rated, 501(c)(3) nonprofit Credit Counseling and Consumer Support Services (CCCS) agency providing financial services nationwide. At APFSC, we offer the best debt management and credit counseling programs available. Through education, transparency, and monthly progress reviews, we help individuals and families find a path out of debt and into financial freedom. We are proud to also offer required pre-bankruptcy credit counseling and post-bankruptcy debtor education. These federally required services support individuals before and after filing, helping them complete the necessary steps to discharge their debts responsibly.