Customer Service Admin

DriveTime•Mesa, AZ

4d•Onsite

About The Position

DriveTime Family of Brands includes in-house financing and servicing through Bridgecrest, a leading financial servicing provider. Bridgecrest services approximately $25+ billion in finance receivables for DriveTime and other third parties, managing auto loans across a wide credit spectrum to facilitate vehicle ownership for customers. As a Customer Service Specialist, you will be responsible for handling various customer touchpoints throughout their loan lifecycle, including general inquiries, payment questions, account questions, and overall customer resolutions. Customer service is central to Bridgecrest's operations, with a focus on empowering customers through transparency and honesty. We seek individuals who embody this culture and deliver on this brand promise in every customer interaction.

Requirements

Excellent verbal and written communication skills.
The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.
Organization and time management skills.
A mind for the details.
Passionate and goal-oriented.
Love of listening with the intent to understand, not just reply.
Plays well with others; ability to work in a high-functioning team environment.
High School or GED
2+ years of work experience, including a background in customer service/customer care and dispute resolution.

Responsibilities

Addressing all customer-facing service situations from all areas of Bridgecrest.
Dealing with customer calls requiring help, information, sales promotion and dispute resolution.
Performing tasks independently with minimal instruction and supervision.
Answering internal and external emails and calls providing status updates and information regarding escalated issues.
Effectively managing customer conflict while under pressure.
Answering non-routine questions that require deviation from standardized procedures.
Demonstrating patience, empathy and respect during potentially escalating customer interactions.
Interacting and communicating with management across all lines of the business regarding customer concerns.
Assuring the highest level of customer satisfaction.