Client Support Specialist

2 weeks ago


Phoenix, Arizona, United States Credit Acceptance Full time

Company Overview: Credit Acceptance is recognized as a leading organization with accolades for its exceptional workplace culture. Our dedicated Team Members are integral to our success, driving both individual and collective achievements. With a robust financial foundation and a commitment to service, we have established ourselves as one of the foremost used car finance companies in the nation.

Position Summary: The role of the 'Customer Service Representative' is essential in fostering positive relationships with our clients. This position is designed to:

Efficiently manage incoming calls, assisting clients in navigating their financial journeys by offering tailored solutions to their inquiries, clarifying account details, and facilitating timely payments. We are committed to enhancing the customer experience through a culture of empathy, professionalism, and a focus on resolving issues in a single interaction.

  • Educate clients on self-service options and payment alternatives when applicable.
  • Deliver outstanding customer service with professionalism and respect during every interaction.
  • Maintain accurate records for effective communication and collection efforts.
  • Assist with additional customer service tasks, including follow-ups and callbacks.

Key Responsibilities:

  • Handle Incoming Calls: Engage with clients primarily over the phone, providing assistance with both one-time and recurring payment inquiries.
  • Deliver Exceptional Service: Utilize the Customer Service Call Quality model to ensure respectful and helpful interactions while providing accurate account information.
  • Provide Comprehensive Support: Address all client requests, including document inquiries and contract clarifications.
  • Promote Payment Solutions: Actively discuss payment options, including fee-free alternatives and AutoPay enrollment.
  • Adhere to Policies: Ensure compliance with company policies, processes, and legal requirements.
  • Receive Feedback: Be open to constructive feedback aimed at enhancing performance.
  • Other Duties: Complete additional tasks as assigned by supervisors, including training and workshops.
  • Attendance: Maintain regular attendance as per departmental guidelines.

Qualifications:

  • High school diploma or GED.
  • Reliable high-speed internet connection.

Preferred Qualifications:

  • Experience in customer service within a call center environment.
  • Background in finance or the automotive sector.
  • Demonstrated excellent communication skills in previous roles.

Training and Schedule:

This position requires adherence to a structured schedule, with training conducted virtually.

Compensation: The targeted hourly wage ranges from $16.00 to $18.00, commensurate with experience, alongside an uncapped monthly bonus potential based on individual performance.

Benefits: We offer a comprehensive benefits package, including a 401(K) match, parental leave, tuition reimbursement, and extensive medical, dental, and vision coverage.

Company Values: Our success relies on Team Members who are:

  • Positive, focusing on solutions and resilience.
  • Respectful, valuing collaboration and active listening.
  • Insightful, demonstrating self-awareness and informed decision-making.
  • Direct, communicating effectively and courageously.
  • Earnest, taking accountability and prioritizing tasks effectively.

Expectations: Team Members are expected to comply with all policies and procedures, fulfill assigned duties, and maintain attendance as required.

Note: Credit Acceptance is committed to fostering a safe and inclusive workplace for all employees, embracing diversity and equal opportunity.



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