Customer Service Representative

Position: Customer Service Rep (Call Center)

Location: Cypress, CA 90630

Pay: $22-$22.50/HR

Schedule: Candidate must be open to all shifts because they will interview for all departments) and placed/selected for which department they are the best fit

SCHEDULE / SHIFT:

Early Customer Accounts Reps (ECARs):

Monday - Friday: 8:00 AM - 5:00 PM (3x per week)

Monday - Thursday: 11:00 AM - 8:00 PM (2x per week)

Saturday: 8:00 AM - 12:00 PM (2x per month)

Customer Service Reps:

Monday - Friday: 8:00 AM - 5:00 PM

Funders / Data Entry Reps:

Monday - Friday: 8:00 AM - 5:00 PM (3x per week)

Monday - Thursday: 11:00 AM - 8:00 PM (2x per week)

Job Description

EARLY COLLECTIONS REPS (ECARS)

- Contact customers 5-29 days past due on car payment(s) and work to resolve delinquency.

- Handle inbound/outbound calls daily (150+)

- Use customer service skills to determine customer’s reason for delinquency and offer appropriate solution based on customer’s situation

- Negotiate payment arrangements on past due accounts

- Conduct minimal skip tracing necessary to prepare account for next level of collections (more of a customer service reminder call on a late payment than hard core skip tracing)

CUSTOMER SERVICE REPS

- Consistently answer incoming calls to the Customer Service Department (approx. 60+ phone calls daily).

- Ask appropriate questions to identify the root cause of calls to generate effective solutions for AHFC and customer while effectively resolving conflicts.

- Follow up on customer issues and concerns (payments, payoffs, title work) in a timely manner.

- Use time management skills to balance the quantity and quality of calls made and received as well as meeting deadlines for any assigned projects

- Use organizational skills to manage resources and locate references to maximize efficiency while on the phone

- Use written communication skills to clearly and concisely document customers’ accounts of all necessary information required

- Maintain enthusiastic and positive attitude

- Attendance - being here on time ready to work at the start of the shift

FUNDERS / DATA ENTRY

- Process new loans, change of status on loans, and close out loans

ALL ROLES

- Use time management skills to balance the quantity and quality of calls made and received

- Use organizational skills to manage resources and locate references to maximize efficiency while on the phone

- Use written communication skills to clearly and concisely document customers' accounts of all necessary information required

- Maintain enthusiastic and positive attitude

- Attendance - being here on time ready to work at the start of the shift

Additional Skills & Qualifications

MUST HAVE

- Strong Communication Skills

- Computer Skills

- Team Player

- Organization Skills

- Problem-Solving

- Ability to Multi-task

- Minimum Associate's degree

NICE TO HAVE

- Call Center

- Collections

- Bilingual (Spanish, Korean, or Mandarin)

- Negotiations