Job Title: Customer Service Representative
Location: Cedar Rapids, IA
Duration: 6 months
A Customer Service Representative responds to inbound communication (primarily telephone with some e-mail and written correspondence) from callers including customers, dealers, and financial institutions promptly and in a professional and service-oriented manner so as to instill customer confidence, integrity, pride and passion with each interaction. Takes ownership of calls, investigates, researches and resolves various questions regarding insurance, credit, and payment status and provides appropriate response via telephone, e-mail or written correspondence. Representative activities and responses may include, but are not limited to the following:
Provides accurate payment related information and processes phone payments and website inquiries in a timely manner.
Retrieves pay-off information from the system, clearly communicates to the caller the amount and the steps required to complete the transactions, and documents information in the system in accordance with established procedures.
Reviews customer history and, where appropriate and based on established policies and procedures, waives late charges, grants and processes retail extensions, including processing due date changes, and grants and processes reasonable lease deferrals and makes payment arrangements within the limits of established guidelines.
Works with other departments to resolve customer account issues including lock box investigation of misapplied customer payments, title issues, insurance, collections, end of lease processing, etc.
Documents all activities in a clear and concise manner utilizing the appropriate systems and in accordance with established procedures. Initiates appropriate forms to fulfill customer requests.
Researches unique customer requests using internal manuals, policies and guidelines, and promptly reports/refers more complex, non-routine issues to Customer Service Team Leader for resolution.
TFS is looking for individuals with strong business sense and practical expertise. Successful candidates will have:
Previous experience in a customer facing role, sales or call center environment highly preferred
Must be able to work evenings until 8 pm at times
Excellent verbal communication and interpersonal skills
Good written communication skills
Self-starter and independent
Team oriented and results driven
Strong organizational skills and attention to details
B.A./B.S. degree or related work experience preferred
Working knowledge of Microsoft Office applications (Word, Excel, Outlook) preferred
PC keyboarding and navigation skills between various programs and systems are required
A little about us:
We partner with people to improve skills, teams and lives every day, and we help them achieve more than they ever thought possible.