Credit Acceptance · 1 day ago
Customer Service Representative
Arizona, United States
Full-time
Remote
Entry Level
$16/hr - $18/hr
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Responsibilities
Efficiently and accurately handle calls and assist consumers in building a better financial future by providing personalized solutions to their concerns, answering questions to help them understand their account, and removing barriers to help them make on time payments.
Effectively educate the customer on how to resolve their issue through self-service options and payment options, where applicable.
Professionally and respectfully provide exceptional customer service during every phone call.
Ensure the information we depend on to contact and collect from these consumers is accurately maintained.
Support additional customer service requests (ie: customer call backs, email follow ups, etc.).
Handle Incoming Phone Calls: You will spend up to most of your time on the phone effectively and efficiently handling consumer phone calls assisting with one-time and recurring phone payments.
Provide exceptional Customer Service: You will leverage the Customer Service Call Quality model to understand how to handle each call in a manner that is respectful and helpful while providing consumers with accurate account information.
Provide Support: You will handle all consumer requests such as document requests, contract questions and information inquiries.
Promote Payment Options: You will proactively discuss payment options with no fees and/or lower cost with the customers when there is a fee associated with their payment. Also, offering AutoPay if the customer is calling to make a payment, but not currently enrolled.
Adhere to Policies/Processes: You will need to remain compliant with our policies, processes and legal guidelines.
Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance.
All other duties as assigned by Supervisor (training, workshops etc).
Regular and predictable attendance as outlined in the Operations attendance policy.
Qualification
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Required
High school diploma or GED.
High speed internet connection with a minimum of 15mbps download speed.
Manage your time effectively and adhere to attendance guidelines and complete work tasks in a timely manner.
Actively listen and have effective communication skills.
Maintain a positive attitude and tone while addressing a customer’s questions or concerns.
Seek, retain, and share knowledge to help consumers resolve requests and understand the functions of other departments.
Problem solver, with an ability to understand, interpret and act on information promptly and effectively.
Self-driven, motivated to help, and able to perform with minimal supervision in a remote team environment.
Open and receptive to ongoing feedback aimed at improving performance.
Intuitive with the ability effectively offer options to better benefit the consumer needs.
Speak clearly, professionally, and articulately on the telephone.
Talk and type at the same time (talking with consumers while documenting relevant notes).
Manage a set work schedule.
Document account notes clearly and efficiently.
Work independently in our remote environment and in a virtual team environment.
Comfortable with repetitive tasks, sit and talk on the phone with a headset for up to 90% of the day.
Identify basic computer components and assemble/troubleshoot company issued equipment by following both written and verbal instructions.
Operate company issued equipment, which may include a computer, headset, and camera.
Navigate within multiple computer programs simultaneously.
Knowledge of Microsoft Office products such as Outlook and Teams.
Remain compliant with our policies, processes, and legal guidelines.
Preferred
Previous customer service experience in a call center environment.
Experience in the finance or automotive industry.
Experience in any position where you had to demonstrate excellent communication skills.
Benefits
401(K) match
Adoption assistance
Parental leave
Tuition reimbursement
Comprehensive medical/ dental/vision
Many nonstandard benefits that make us a Great Place to Work
Company
Credit Acceptance
Credit Acceptance is an indirect finance company that helps eligible consumers restart financially.
Founded in 1972
1,001-5,000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.5B2024-09-19Post Ipo Debt· $100M
2024-03-28Post Ipo Debt· $500M
2024-02-16Post Ipo Debt· $100M
Leadership Team
Ken Booth
CEO
Jonathan Lum
Chief Operating Officer
Recent News
2024-11-01
Yahoo Finance
2024-06-05
2024-06-05
Company data provided by crunchbase
