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Customer Service Representative

2 months ago

Laguna Hills, United States APFSC Full time
Job DescriptionJob DescriptionThe Company:
We are devoted to our customer's cause and offer the best debt management program available. Striving to maintain the highest quality standards, we help families get back on track through financial counseling and education. Working together, we find a better way out of debt, and a healthy way back to financial freedom.

The Job:
You will be required to provide outstanding customer service to approximately 600-800 clients. This job is focused around providing phone support for clients, managing their accounts, addressing any problems or concerns they might have, following up with clients, being detail oriented, and replying to emails and online requests.

We are looking for someone who provides the best possible customer service to each and every client. A successful Customer Service Representative who can build a rapport quickly with their clients, has a desire to help people, and be a self-starter.

Responsibilities:

Serve as the main point of contact for existing clients enrolled in our Debt Management Program
Maintain new and existing accounts by following up with clients on missing forms, payment information, changes to their accounts, etc.
Welcome clients to the program with a introduction call that includes walking them through their online account.
Communicate with creditors as needed on behalf of the client
Perform other administrative tasks as required
Meet or exceed customer service performance goals and objectives such as response time, resolution rate, and customer satisfaction metrics.
Identify and assess customers' needs to achieve satisfaction and provide appropriate solutions or alternatives.
Provide outstanding customer service via phone, email, and chat.

Requirements:

1-2 years Customer Service Experience.
Empathy and willingness to assist consumers in experiencing a financial hardship.
Ability to multi-task
High level of computer skills; typing, ability to learn new software, using multiple programs at once
High school diploma or equivalent; additional education or training in customer service is a plus.
Proven customer support experience or experience in a similar role.
Strong communication skills (verbal and written) with the ability to effectively interact with customers of diverse backgrounds.
Excellent problem-solving abilities and a strong customer-focused orientation.
Ability to handle stressful situations calmly and professionally.
Proficiency in using computers and CRM software; experience with helpdesk or ticketing systems is beneficial.
Ability to work independently and as part of a team in a fast-paced environment.

Skills:
Bilingual in Spanish/English strongly preferred but not required.
Monday - Friday. 8:00am- 5:00pm
Good work ethic including a record of punctuality and good attendance.
Clear and concise communication.
Conflict resolution and negotiation skills.
Time management and organizational skills.
Attention to detail and accuracy in data entry.