Customer Service Specialist, APD - Birmingham

Protective Asset Protection has been providing finance and insurance (F&I) solutions for the automotive industry for more than 60 years. We proudly serve thousands of dealerships and financial institutions in the automotive, marine, powersports and recreation vehicle industries throughout the U.S. providing innovative vehicle protection products, wealth-building programs, training and technology. Our portfolio of vehicle protection plans, GAP coverage, limited warranties and ancillary products provide opportunities to generate revenue with products that help drive customer retention and satisfaction. Protective Asset Protection is part of the financial services holding company, Protective Life Corporation. For more information about Protective Asset Protection visit www.ProtectiveAssetProtection.com.

In this role, you will be responsible for providing exceptional service to our customers. You will interact with customers primarily over the phone to address their inquiries, resolve problems, and ensure their overall satisfaction. The ideal candidate will have strong multitasking skills, be comfortable working with multiple technology systems, and demonstrate ownership and a proactive approach to problem-resolution.

• Assist customers via various communication channels, including phone, email, chat, and social media, ensuring a consistent and positive experience.
• Handle customer inquiries and resolve issues efficiently, effectively, and in a timely manner.
• Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.
• Actively listen to customers, identify their needs, and provide appropriate solutions or escalate to the appropriate team if necessary.
• Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
• Provide accurate and up-to-date information about products, services, policies, and procedures.
• Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions.
• Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards.
• Recommend opportunities for improvement of our customer service processes and interactions.
• Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities.

• Strong problem-solving and decision-making abilities, with the capacity to think quickly and independently.
• Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
• Empathetic listening skills, good judgement, and critical thinking to know when issues should be escalated.
• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.

• Previous customer service experience in an inbound call center or similar environment is strongly preferred.
• Experience using various modern computer systems, software applications, and communication tools.
• Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.
• High school diploma or equivalent; some college education preferred.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.

Protective’s targeted salary range for this position is $43,000-$45,000 annually. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.

Candidates must be available to be scheduled for eight-hour shifts between 7a-7p CT Monday-Friday and two Saturdays per quarter (8a-4:30am CT -rotating a weekday out of office)