CSR I (Data Entry and Customer Service)

Hankey Group External•San Diego, CA

5h•Onsite

About The Position

Responsible for reaching out to the lessee to let them know they are near the end of their lease term and go over possible future options with lessee. This is a full-time, office-based position in San Diego, CA. The role involves contacting lessees to discuss end-of-lease options, managing callbacks and statuses in the system, sending notification letters, and processing returned mail and titles. The position also handles tickets, tolls, violations, registrations, recall notices, plate release letters, extension letters, and excise taxes. Additionally, the CSR initiates and follows up on the inspection process, scans inspection reports, and processes turn-in receipts. The role requires applying knowledge of company products and services, responding to inquiries and complaints diplomatically, and contacting customers as frequently as necessary to meet company standards. The employee must remain current on market conditions and utilize appropriate colleagues for problem-solving. Maintaining organized electronic files, analyzing customer accounts for corrections, and contacting customers for missing information are key duties. The position also involves tracing and expediting past-due terminations and training new Customer Service staff as requested.

Requirements

Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Knowledge of Data Scan, Microsoft Outlook, and Seamless Lease Connection.
Less than one year related experience or training.
Oral communication skills
Written communication skills
Time management skills
Organizational skills
Customer relations skills
Customer service skills
Diplomacy skills
Filing skills

Nice To Haves

Project management skills

Responsibilities

Sends welcome letters.
Contacts the lessee to discuss end of term options.
Sets appropriate and accurate call back dates and statuses in the system.
Sends notification letter of end of lease.
Reaches out to the lessee for end of term decision and after three attempts of no contact with lessee sends out appropriate notice.
Logs and processes returned mail and titles.
Follows and completes 90 day check list when speaking with lessees.
Processes tickets, tolls, violations, registrations, recall notices, plate release letters, extension letters, and excise taxes as necessary.
Initiates inspection process with inspection company at end of term and follow up until the appointment is set or the vehicle purchase is complete.
Scans inspection report and turn in receipts as completed.
Applies knowledge of company products/services to efficiently process customer information, and responds to inquiries and complaints in a diplomatic manner.
Contacts customers via telephone or correspondence as frequently as necessary to meet company standards.
Remains current on market conditions regarding products, product updates and new technologies through available resources.
Utilizes the proper employees to assist with problem solving.
Maintains updated, organized electronic files in appropriate application.
Analyzes customer accounts and promptly make corrections and/or modifications to files.
Contacts customers to obtain missing information or data to ensure an accurate customer database.
Traces and expedites past due terminations to ensure lessee and financial institution satisfaction.
Trains new Customer Service staff as requested.
Performs other related duties as assigned.