Customer Service Representative 4

Caterpillar United States • Nashville, TN

1d • Onsite

About The Position

The Customer Service Representative provides regional support for dealer requests and administrative functions across the team. This is a 12-month backfill role based in an office at 2120 West End Ave. The position involves resolving customer service and billing complaints, responding to customer inquiries, documenting interactions and transactions, reviewing information to assess complaints, and referring unresolved grievances to other departments for investigation. The representative communicates daily with Team Leads and other representatives and works within a 14-person team that reports to the work director.

Requirements

• 5–7 years of customer service experience.
• Bachelor’s degree.
• Attention to detail.
• Effective oral and written communication.
• Problem-solving ability.
• Microsoft Office suite skills.
• Organization.
• Conflict resolution skills.
• Listening skills.
• Ability to work independently and manage one’s time.

Nice To Haves

• Power BI and Client skills.
• Relationship management skills.
• Property & Casualty insurance license.

Responsibilities

• Provide regional support for dealer requests and administrative functions for the team.
• Resolve customers’ service or billing complaints, including exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or provide claim investigation results and planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Record customer interactions and transactions, including inquiry, complaint, and comment details and actions taken.
• Obtain and examine relevant information to assess the validity of complaints and determine possible causes.

What This Job Offers

• Career Level: Mid Level