Customer Care Specialist

Amur Equipment Finance Inc•Grand Island, NE

5h•Onsite

About The Position

The Customer Care Specialist will act as a liaison, provide service information and resolve any emerging issues a customer might face with accuracy and efficiency. Responsibilities include managing large amounts of incoming calls, identify and assess customer’s needs to achieve satisfaction, build sustainable relationships and trust with customer through open and interactive communication, handle customer complaints by providing appropriate solutions, ensure resolution, keep records of customer interactions, process billing and payments, and assist with insurance compliance. The Customer Care Specialist will be expected to produce a minimum agreed upon quantity and quality of daily deliverables (e.g., daily call count, individual Customer contacts and error-free correspondence) as agreed upon with the Customer Care Supervisor.

Requirements

Self-disciplined and capable of identifying, prioritizing and completing critical tasks independently, creatively and always with a sense of urgency.
Strong, communication, problem solving, negotiation and analytical skills.
Timely decision-making ability.
Proficient in MS Office, including Excel, Word and Access, as well as Internet-based solutions and AmurEF platforms (e.g., Lease Plus, Aspire, SSRS)
Attention to detail and an eye for accuracy.
High School diploma or G.E.D. certificate

Nice To Haves

Prefer three (3) to five (5) year’s work experience in commercial customer service

Responsibilities

Submit document requests to Customer Care Documentation team.
Gather and process documents for a Transfer and Assumption request.
Complete Payoff paperwork once funds are received through the Cash Receipts system.
Responds to customer email requests as assigned.
Process payments and Skip Payments.
Promptly process any incoming correspondence via USPS including but not limited to return mail.
Maintain customer records by updating contract information such as address, phone, and email changes.
Update ACH account changes and requests for Due Date Change.
Resolve incoming service requests by providing accurate, valid and complete information in a timely manner.
Identify and assess customer’s needs to achieve satisfied resolution.
Provides accurate, valid and complete information by using the right methods/tools.
Effectively manages large amounts of customer requests.
Ensures Information is entered accurately within the CRM system.
Has a good understanding of when to be flexible and has a willingness to make exceptions when it is logical to do so.
Assists with Special Projects assigned by Customer Care Supervisor.
Maintain a positive and professional attitude to promote a collaborative and enjoyable work environment.
Keep records of customer interactions by logging all customer touches in CRM.
Works with Customer Care Supervisor to ensure customer-centric service is being delivered in a superior manner.
Displays patience and a positive attitude with all customers, internal and external.