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Customer Care Advocate
2 months ago
Overview Who we are Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for diverse, talented team members who want to Dream. Do. Grow. with us. We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply Our people make all the difference in our success. An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company – delivering on Toyota’s vision to move people beyond what’s possible. At TFS, you will help create best-in-class customer experiences in an innovative, collaborative environment. To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time. Who we’re looking for Toyota’s Experience Center East Customer Care Team is looking for a passionate and highly motivated Customer Care Advocate. The Customer Care Team ensures all customer requests in which live support is required, are addressed in a personalized and proactive manner. The team responds to inbound communications from customers, dealers, and third parties, generated through multiple channels across the TFS, LFS, and Private Label portfolios, and takes the necessary steps to resolve the inquiry while delivering an exceptional experience. Customer Care Advocates are responsible for inbound and/or outbound communications from delinquent and non-delinquent customers, dealers, and third parties and will provide customer-oriented service and problem resolution in accordance with established guidelines, documenting all interactions with customers clearly and concisely and through designated communication channels. Center Operating Hours You must be available to work a shift between the hours of 8 am-5 pm. Training Training for this position will be from 8 am-5 pm Eastern time for 12 weeks. The first 6 weeks will be virtual and the second 6 weeks will be in-office training. Pay/Benefits Competitive base salary as well as benefits effective day 1. Hybrid (Home/Onsite) work schedule following training based on meeting and maintaining performance expectations. What you’ll be doing Accountable for accurate and timely handling of all aspects of customer inquiries, account maintenance, and transactions. Respond to communications from customers, dealers, and third parties, primarily via telephone, with some e-mail and written correspondence. Analyze account characteristics and work with customers to resolve their issues, while providing “best in class” customer service. Follow engagement strategy to enhance customer satisfaction and build loyalty to the TFS/LFS and/or Private Label (MFS) brand. Document all activities in a clear and concise manner utilizing the appropriate systems in accordance with established procedures. Keep abreast of changes in policy and procedures to ensure compliance with high-risk processes. What you bring HS Diploma or GED. College degree or equivalent work experience preferred. Focus one’s actions and decisions on timely and accurate responses to customers. Listens actively and remains engaged. Has excellent verbal communication and interpersonal skills. Consistent adherence to the applicable call model. Strong ability to apply lessons learned from past experiences and work through complex changes/situations in a consistently evolving work environment. What we’ll bring During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include: A work environment built on teamwork, flexibility, and respect. Professional growth and development programs to help advance your career, as well as tuition reimbursement. Team Member Vehicle Purchase Discount. Toyota Team Member Lease Vehicle Program (if applicable). Comprehensive health care and wellness plans for your entire family. Flextime and virtual work options (if applicable). Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute. Paid holidays and paid time off. Referral services related to prenatal services, adoption, childcare, schools, and more. Flexible spending accounts. Belonging at Toyota Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members’ efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc’s Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law. Have a question, need assistance with your application or do you require any special accommodations? Please send an email to talent.acquisition@toyota.com. #J-18808-Ljbffr
