Customer Service Representative

1 week ago

Logan, United States Credit Acceptance Full time
About the Role

Credit Acceptance is seeking a highly skilled Customer Service Representative to join our team. As a key member of our operations team, you will play a critical role in promoting great service, encouraging consumers to bring their accounts current, and resolving escalated issues.

Key Responsibilities
  • Efficiently and accurately handle calls and assist consumers in building a better financial future by providing personalized solutions to their concerns, answering questions to help them understand their account, and removing barriers to help them make on-time payments.
  • Effectively educate the customer on how to resolve their issue through self-service options and payment options, where applicable.
  • Professionally and respectfully provide exceptional customer service during every phone call.
  • Ensure the information we depend on to contact and collect from these consumers is accurately maintained.
  • Support additional customer service requests (ie: customer call backs, email follow-ups, etc.).
Outcomes & Activities
  • Handle Incoming Phone Calls: You will spend up to most of your time on the phone effectively and efficiently handling consumer phone calls assisting with one-time and recurring phone payments.
  • Provide exceptional Customer Service: You will leverage the Customer Service Call Quality model to understand how to handle each call in a manner that is respectful and helpful while providing consumers with accurate account information.
  • Provide Support: You will handle all consumer requests such as document requests, contract questions, and information inquiries.
  • Promote Payment Options: You will proactively discuss payment options with no fees and/or lower cost with the customers when there is a fee associated with their payment. Also, offering AutoPay if the customer is calling to make a payment, but not currently enrolled.
  • Adhere to Policies/Processes: You will need to remain compliant with our policies, processes, and legal guidelines.
  • Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance.
  • All other duties as assigned by Supervisor (training, workshops, etc).
  • Regular and predictable attendance as outlined in the Operations attendance policy.
Requirements
  • High school diploma or GED.
  • High-speed internet connection with a minimum of 15mbps download speed.
Preferred
  • Previous customer service experience in a call center environment.
  • Experience in the finance or automotive industry.
  • Experience in any position where you had to demonstrate excellent communication skills.
Training & Schedule Requirements

Monday through Friday; 9:00 am - 6:00 pm MT

Virtual Training will be conducted beginning Monday 11/4

Monday-Friday: 12pm - 9pm MT

Saturday: Off

Sunday: Off

Schedule choices are based on availability.

Targeted Compensation

$16.00-$18.00/hour based on experience.

Targeted Bonus

Uncapped monthly bonus potential based on individual performance. The estimated average bonus target for this position is around $800/month.

Benefits
  • Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/dental/vision, and many non-standard benefits that make us a Great Place to Work.
Our Company Values

To be successful in this role, Team Members need to be:

  • Positive by maintaining resiliency and focusing on solutions.
  • Respectful by collaborating and actively listening.
  • Insightful by cultivating innovation, accumulating business and role-specific knowledge, demonstrating self-awareness, and making quality decisions.
  • Direct by effectively communicating and conveying courage.
  • Earnest by taking accountability, applying feedback, and effectively planning and priority setting.
Expectations
  • Remain compliant with our policies, processes, and legal guidelines.
  • All other duties as assigned.
  • Attendance as required by department.
Advice

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application.

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