Senior Customer Service Representative

Caterpillar•Nashville, TN

1d•Onsite

About The Position

About Cat Financial Cat Financial is a subsidiary of Caterpillar Inc., the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat® dealers for machines, engines, Solar® gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial. Role Definition Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Listening: Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

Proven call‑center operations expertise, including managing high‑volume queues: Monitoring telephone line performance, and resolving real‑time operational issues with calm, structured decision‑making.
Self‑starter mentality paired with a servant‑leadership approach: Consistently stepping up to remove blockers, support colleagues, and drive continuous improvement without needing direction.
Hands‑on experience with Twilio: Including call routing, IVR flows, troubleshooting, and optimizing telephony workflows to enhance customer experience.
Strong working knowledge of Salesforce CRM: Leveraging the platform to streamline case management, track customer interactions, and support data‑driven decision‑making.
Background in banking or financial services: Bringing an understanding of regulatory expectations, risk awareness, and the customer sensitivities unique to financial environments.
Customer‑backed mindset: Demonstrating empathy, active listening, and a commitment to delivering frictionless, high‑quality service across every interaction.

Responsibilities

Addressing and resolving customer issues and inquiries.
Ensuring all customer communication is clearly documented.
Identifying issues and determining appropriate course of action for effective resolution.
Processing results from analysis of data.
Execution of customer service standard processes.
Maintaining customer accounts and relationships.