Customer Care Advocate

Toyota North America•Alpharetta, GA

1d•Hybrid

About The Position

Toyota Financial Services (TFS) is seeking a passionate and highly motivated Customer Care Advocate for the Experience Center East Customer Care Team. This team is responsible for addressing customer requests requiring live support in a personalized and proactive manner. Advocates will respond to inbound communications from customers, dealers, and third parties across various TFS, LFS, and Private Label portfolios. The role involves resolving inquiries, delivering exceptional customer experiences, and handling communications with both delinquent and non-delinquent customers. Key responsibilities include providing customer-oriented service, problem resolution according to established guidelines, and clearly documenting all interactions.

Requirements

HS Diploma or GED.
Focus one’s actions and decisions on timely and accurate responses to customers.
Listens actively and remains engaged.
Has excellent verbal communication and interpersonal skills.
Strong ability to apply lessons learned from past experiences and work through complex changes/situations in a consistently evolving work environment.
Must have customer service experience via phone or front facing customers.
Bilingual in English & Spanish is required.

Nice To Haves

College degree or equivalent work experience preferred.
Experience working in a contact center (call center).

Responsibilities

Accountable for accurate and timely handling of all aspects of customer inquiries, account maintenance, and transactions.
Respond to communications from customers, dealers, and third parties, primarily via telephone, with some e-mail and written correspondence.
Analyze account characteristics and work with customers to resolve their issues, while providing “best in class” customer service.
Follow engagement strategy to enhance customer satisfaction and build loyalty to the TFS/LFS and/or Private Label (MFS) brand.
Document all activities in a clear and concise manner utilizing the appropriate systems in accordance with established procedures.
Keep abreast of changes in policy and procedures to ensure compliance with high-risk processes.

Benefits

Competitive base salary
Benefits effective day 1
Hybrid (Home/Onsite) work schedule following training based on meeting and maintaining performance expectations.
Professional growth and development programs
Tuition reimbursement
Team Member Vehicle Purchase Discount
Toyota Team Member Lease Vehicle Program (if applicable)
Comprehensive health care and wellness plans for your entire family
Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
Paid holidays
Paid time off
Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
Referral services related to prenatal services, adoption, childcare, schools and more
Relocation assistance (if applicable)