Customer Care Advocate
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, resolving inquiries and delivering an exceptional experience. The role involves handling both inbound and/or outbound communications with delinquent and non-delinquent customers, dealers, and third parties, providing customer-oriented service and problem resolution in accordance with established guidelines, and documenting all interactions clearly and concisely.
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
- Comprehensive health care and wellness plans
- 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 and 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)
- Professional growth and development programs
- Tuition reimbursement
- Team Member Vehicle Purchase Discount
- Toyota Team Member Lease Vehicle Program (if applicable)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
