Customer Service Representative

2 months ago

Fort Lauderdale, Florida, United States AutoNation Full time

We're AutoNation - the biggest and most renowned automotive retailer in America, and a proud member of the Fortune 150. But that's just the beginning. We're in the midst of an incredible multi-year digital transformation that's set to revolutionize the industry.

At AutoNation, we're not just interested in keeping up with the times - we're dedicated to leading the charge. We're passionate about innovation and pushing the boundaries of what's possible, all while keeping our customers, coworkers, and communities in the driver's seat. We believe that together, we can create a brighter future for everyone.

So what do you say? Are you ready to be part of something big?
This position will be responsible for handling incoming customer calls emails, chats, and texts. Making outbound follow-up calls to customers, and providing certain support services to the Collection teams.

This position reports to the Collection Supervisor or Collection Manager. This individual will primarily interact with customers, third parties calling for payoff quotes, and members of the collection teams.

The successful candidate is self-directed in work prioritization and demonstrates superior judgment-making ability within the scope of the position's areas of responsibility. The associate will perform all duties in accordance with AN Finance policies and procedures and all state and federal regulations.

This position requires working a variable schedule, which may include early mornings, late evenings and occasional weekends, as directed by management.

Job Responsibilities

Respond promptly, accurately and professionally to incoming customer calls. Customer calls may include but are not limited to general account inquiries, requests for documents, address updates, payoff balances, or payment arrangements.Meet and maintain standards for call availability, time on call, and abandon rates.As needed, make outbound follow-up calls to customers regarding requested account information.Receive, route or respond to incoming customer correspondence, as appropriate.Document and update accounts and incoming reports from customers and insurance companies regarding vehicle accidents.Provide certain support services to collection team members, including auto-pay enrollment, credit reference updates, or account inquiry callbacks. Escalate customer complaints to management, as appropriate.Adherence to CIG policy and procedures which will include regulatory compliance at the federal and state levels. Qualifications Superior customer service skills, including listening to customer issues, confirming understanding, and when applicable, accepting criticism or complaints in a professional, respectful manner.Excellent verbal and written communications skills with the ability to communicate and present complex issues in a clear, articulate and impactful manner.Ability to organize various tasks and prioritize workloads while managing to deadlines.General knowledge of state and federal laws applicable to debt collection, including the Fair Debt Collection Practices Act; proficiency is a plus and will be a requirement in this position.Knowledge of consumer financial debt transactions, including an understanding of how installment loans function, and an ability to explain the loan transaction to customers is a plus and will be a requirement in this position.Strong attention to detail.Self-motivated, high-integrity, comfortable working independently or as part of a team.In the event working from home is required, you must have reliable high-speed internet access, a dedicated workspace, and must comply with all information security policies.Bi-lingual in English and Spanish is preferred. Education and/or Experience High school degree or GED is required.Previous experience in a customer service call-based position is a plus. Previous experience in the consumer financial services industry is preferred, but not required.

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.

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