Customer Service Representatives

Sutherland • Atlanta, GA

4d

About The Position

Customer Service Representatives handle maintenance, collection, and liquidation activities for an assigned portfolio of accounts. They respond to customer inquiries, review payment history and account notes, and clearly communicate account status and available information. The role includes helping customers understand contracts, account balances and status, titles, optional products, payment history, and payment assistance options. Representatives recommend solutions by analyzing customer accounts, maintain accurate records of customer interactions and resolutions, and must be comfortable with manual calculations and using multiple systems at once.

The company operates Monday through Friday, 7 a.m. to 7 p.m. CST, with no weekend work. Sutherland provides equipment and support from a dedicated team of leaders and peers. For work from home, employees need a quiet, secure, distraction-free workspace; hardwired internet with at least 2 Mbps upload and 10 Mbps download; and an iOS or Android smartphone, four years old or newer, capable of running the company communications app. Applicants must complete their own interviews and assessments, including SHL testing sent after applying.

Requirements

• Excellent verbal and written communication skills.
• Strong multitasking ability.
• Strong attention to detail.
• Drive to solve problems and meet goals.
• Familiarity with Microsoft Office tools.
• Customer service experience.
• High school diploma or equivalent.
• Comfort with manual calculations.
• Comfort handling multiple systems at once.
• For work from home: internet access of at least 2 Mbps upload and 10 Mbps download, using a hardwired connection; wireless and satellite internet service are not compatible.
• For work from home: a productive, quiet, distraction-free, secure workspace.
• For work from home: an iOS or Android smartphone, four years old or newer, that can run the company communications app.
• Candidates must complete their own interviews and assessments.

Responsibilities

• Handle maintenance, collection, and liquidation activities for an assigned portfolio of accounts.
• Respond to customer inquiries and review payment history and account notes.
• Review customer contracts, including voluntary surrender, principal and interest breakdowns, and the total loss process.
• Advise customers about their open and closed accounts.
• Provide information about title status, including state-to-state transfers and title protection.
• Assist customers with information about optional products.
• Help customers with extensions and deferrals when they may be unable to pay.
• Take payments and clearly communicate account statuses to customers.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Analyze customer accounts and recommend appropriate solutions and provide accurate account information.

Benefits

• Medical, dental, and vision benefits.
• Paid training.
• Generous PTO and a Global Flexible Vacation Policy.
• Additional pay incentives.
• Monthly rewards and recognition programs.
• Advancement opportunities, with 80% of frontline leaders promoted from within.
• Employee discounts.
• EAP and health and wellness programs, including access to a personal trainer.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED