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Customer Service Support Rep

Location Hillsboro, United States
Posted 16-January-2019
Description

Customer Service Support Rep
[United States-Oregon-Hillsboro]
Job Summary
This position is responsible for providing a high level of service to
our Volkswagen Credit, Audi Financial Services, and Ducati Financial
Services accounts holders. In this role the Customer Care Support
Representative will complete customer requests, maintain an excellent
standard of follow up, and will work with other departments to ensure
that the Support team is adequately addressing customer needs. This
role will allow individuals to assist and promote the company s
philosophy which holds customer satisfaction in the highest regard.
Job Responsibilities
Process letters, paperwork, work queues, and email requests from
Customer Care and Customer Accounts per request
* Process verification requests from customers, including, but not
limited to the following:
* Reschedule Agreements
* Account Details
* Lien Releases
* ACH setup, change, or cancellation
* Payment Histories
* Address Changes
* Balance Letters
* Special letters
* Credit Updates
* Transfer of Equity
* State Transfers
* Name Changes
* Social Security Number Changes
* Transport Letters
* Process Privacy Opt Outs per customer request
* Process and handle Transfer of Equity and follow-up with the
applicants and customer via phone and letter work with Credit to
review declined applicants
* Sort and distribute mail
* Manage the Support Queue within the Automated Letters application
* Provide backup assistance to other support and phone teams as
needed
* Responsible for opening all mail containing customer payments
received in Portland
* Verifying that each check has an account number and is immediately
negotiable
* Responsible for preparing and populating the daily Cash Control
Log
* Responsible for copying checks and accompanying paperwork for
other departments
* Contacting customers by mail or phone concerning resolution of
problems surrounding damaged or incorrectly made out checks
* Confidently and quickly inspects each check to determine those
that may be fraudulent or non-negotiable
* Uses comprehensive knowledge of a multitude of reasons money is
sent to the Service Center to ensure it is identified correctly
and applied appropriately
* Additional duties as assigned by supervisor
My Compass Tool
* Supply data on process changes
* Supply feedback on enhancement opportunities
Training and Development
Ongoing guidance and support for Customer Care Representatives
Required Education:
* High School Diploma
Required Experience:
* 1-2 years of continuous and successful work experience dealing
with customers, including providing services and resolution to
customer needs.
Required Skills:
* Proficient with MS Office Products
* Able to use office equipment such as fax machines, copiers, and
printers
* Proven strong communication and interpersonal skills
* Proven ability to work independently and be a self-starter
* Proven problem resolution
* Proficient in handling multiple tasks
* Ability to navigate through the company s customer care software
and data-bases to find needed data.
* Customer focus - Ability to project friendliness and empathy with
customer questions and concerns
* Good analytical and problem-solving skills in order to identify
the best match between the customers needs to menu of response
options.
Desired Education:
* Bachelors Degree
Desired Experience:
* 1-2 years prior automotive related experience
* 1-2 years prior call center experience

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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