Call Center Representative - Titles

Stellantis Financial Services • Houston, TX

5d • Onsite

About The Position

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience. Position Summary: The Titles Call Center Representative is responsible for handling a high volume of incoming calls, delivering prompt and professional customer service, addressing inquiries, updating customer accounts, and ensuring a positive customer experience.

Requirements

• Minimum 1 year experience in Customer Service or Call Center environment.
• Experience using Microsoft Office (MS) Suite applications.
• Excellent verbal and written communication, and interpersonal skills.
• Must be able to maintain a high level of integrity, confidentiality and professionalism.
• Must be able to respond to written correspondence and demonstrate thorough reading and understanding of instructions, memos, and tasks.
• Skilled in delivering timely, customer-focused solutions.
• Proficient in managing challenging customer conversations to resolve customer needs.
• Ability to multitask, prioritize, and manage time efficiently.
• High School Diploma / GED
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Houston, Texas
• Candidates must possess authorization to work in the United States.

Nice To Haves

• Previous call center experience providing high-quality customer service in a fast-paced environment, including managing high call volumes.
• Bilingual in Spanish with the ability to read, write and translate.

Responsibilities

• Deliver quality customer service by handling inquiries related to address changes, processing phone payments, and managing payment deferments (extensions).
• Resolve customer complaints by identifying the cause, determining and explaining the best solution, implementing corrections or adjustments, and following up to confirm resolution.
• Maintain customer accounts and record detailed notes on inquiries, complaints, and feedback in all SFS systems.
• Collaborate with cross-functional teams, following established procedures to research and resolve customer inquiries efficiently.
• Contribute to department goals by accomplishing individual assigned performance goals inclusive of daily, weekly and monthly production calls, availability, talk-time, and conversion rates.
• Handle high-priority and general customer, dealer, and third-party calls professionally, following direction from a Team Lead, Supervisor, or Manager as needed.
• Maintain confidentiality due to regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.
• Other duties may be assigned; responsibilities and activities may change.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED