Customer Service Representative

The Customer Service Representative is responsible for handling and resolving customer concerns received through phone, email, and postal mail inquiries, and will provide additional support to the team to ensure the department is meeting its target goals through report analysis, provide additional phone coverage support as needed.

• Answer incoming customer inquiry calls and work with customers to provide information or resolve issues.
• Review and process customer requests via phone, email and via U.S. mail as per departmental guidelines
• Desk Assignment E-CSR: Transfers, Maintenance changes/research, Remaining Obligations, ACH Returns/Activations/Total Loss Claims & Repair Checks/Sales & Property Tax Research/Deferrals, Billing Due Date Changes/TRAC & Balloon Restructures/Changes after Funding/Contract Modification Requests/Personal Guaranty Removal Requests/Voluntary Surrender/Clarification and Substitution of Collateral.
• Perform research on customer issues and follow up with customers on any issues not immediately resolved to ensure customer satisfaction consistent with internal manuals, policies and guidelines. Report complex, non-routine issues to Customer Service Supervisor for resolution
• Prepare and submit requests requiring updates to customer accounts accurately and timely
• Document and code all conversations and each customer request in CRM with correct CIC Description
• Review TICF policies, procedures, user guides and other applicable information as appropriate
• Provide feedback and support efforts for the development and implementation of standardized processes to increase efficiency and productivity
• Demonstrate knowledge and awareness of compliance policies, procedures and regulations affecting the Customer Service Department
• Create desk guides for new procedures or processes that require documentation.

• Bachelor’s degree required, preferably in Business
• Previous customer service experience is a plus but not required
• Proven analytical, organizational, and problem-solving skills
• Strong verbal and written communication skills with a strong customer focus with sense of urgency
• Ability to adapt to changes in work environment, work assignments, and/or changes in priorities
• Effective team player who creates positive work relationships with other team members displaying a genuine passion and commitment toward their team
• Ability to build collaborative relationships with partnering departments
• Ability to work independently under pressure to meet both internal and external deadlines
• Strong attention to detail, organizational and follow up skills required
• Quick learner who enjoys learning new skill sets
• In depth knowledge of SAP CRM and ERP preferred
• Strong Microsoft Office/Excel/Word skills including V-Lookup in Excel and Mail Merge in Word

Core Values

• Be faithful to your duties thereby contributing to the company and to the overall good of society.
• Be ahead of the times through endless creativity, curiosity, and pursuit of improvement.
• Be practical an avoid frivolity.
• Be kind and generous; strive to create a warm, home-like atmosphere.
• Be humble and show gratitude for things great and small.

• Work/Life (flextime, 9/80 work schedule offered where applicable)
• Tuition reimbursement
• Vehicle rental, lease, and purchase program
• Medical, dental, and vision insurance (plus more)
• Generously matched 401(k)
• Generous paid time off (vacation, sick, personal, holidays)
• Open, collaborative work environment
• Opportunities for growth