Customer Service Representative

Fully remote schedule

We are looking for customer service representatives who will be responsible for taking inbound customer phone calls from Ford Credit customers, dealers, insurance companies, or other third parties while maintaining high levels of customer satisfaction. Representatives will navigate multiple systems to resolve many and varied phone calls related to vehicle financing or leasing. The primary focus of a Customer Service Representative is to build customer relationships and brand advocates by servicing customers with honesty, expertise, and care.

Responsibilities:

• Provide a positive customer experience while appropriately handling routine inbound calls related to vehicle financing or leasing, including but not limited to payment extensions, due date changes, payment research, and support of self-services available online through Account Manager
• Take ownership of each customer to transform customer experience in every moment to build lifetime relationships; Representatives are empowered to resolve customer needs independently and are expected to:
  • Utilize online knowledge-base and navigate multiple applications to assist with call handling and decision making
  • Research, explain, and correct required items such as misapplied payments or payoffs and balance disputes
  • Clearly explain process requirements and obtain required information
  • Discuss past due accounts with customers and obtain acceptable arrangements to get the account up to date
• Possess workplace agility:
  • Remain knowledgeable and prepared for upcoming changes to processes and technology
  • Embrace and deliver on the Work from Home strategy by leveraging all resources to maintain expected productivity levels
  • Be prepared to engage and contribute positively in a collaborative, team-based environment

Qualifications:

• Preferred consideration will be given to those with financial services experience
• Proven English proficiency – both spoken and written (preferably native English or language certification)
• Strong oral and written communication skills
• Must be comfortable with technology and leaning into change, as ongoing technology and process improvements are planned
• Capability to work from home once fully trained, maintaining schedule adherence, with a quite office space and reliable high-speed internet.
• Onsite requirement at the office for the first 7 weeks of Onboarding and Training.

Additional Requirements:

• Must be flexible to work any shift during Customer Service hours of operation:
• Current hours of operation for this position are: Monday – Friday (7 AM – 7 PM CST) and on Saturday (7 AM – 3 PM CST).
• Up to one-hour lunch and two 15-minute breaks provided. Regular fixed daily shifts start between 6:45 AM CST and 11:45 AM CST and regular fixed daily shifts end between 3:15 PM CST and 7:15 PM CST.
• Schedules may include up to five late shifts per week.
• Regular Saturday shift is each Saturday for 4 hours between 7 AM – 3 PM CST.
• The Customer Service schedule observes US Daylight savings and due to this the schedule will shift one hour earlier depending on the time of year.
• Most schedules have a fixed start and end time per day for the year, however may vary based on business needs.
• The weekly work schedule is 48 hours.
• The work calendar requires covering a U.S. calendar which means working on Mexico holidays will be necessary.