Call Center Representative - Titles- (Bilingual) Preferred

About the role

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years.

Responsibilities

The Call Center Representative/Bilingual is responsible for handling a high volume of incoming calls, delivering prompt and professional customer service, addressing inquiries, updating customer accounts, and ensuring a positive customer experience.

• Deliver quality customer service by handling inquiries related to address changes, processing phone payments, and managing payment deferments (extensions).
• Resolve customer complaints by identifying the cause, determining and explaining the best solution, implementing corrections or adjustments, and following up to confirm resolution.
• Maintain customer accounts and record detailed notes on inquiries, complaints, and feedback in all SFS systems.
• Collaborate with cross-functional teams, following established procedures to research and resolve customer inquiries efficiently.
• Contribute to department goals by accomplishing individual assigned performance goals inclusive of daily, weekly and monthly production calls, availability, talk-time, and conversion rates.
• Handle high-priority and general customer, dealer, and third-party calls professionally, following direction from a Team Lead, Supervisor, or Manager as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Minimum 1 year experience in Customer Service or Call Center environment.
• Experience using Microsoft Office (MS) Suite applications.
• Excellent verbal and written communication, and interpersonal skills.
• Must be able to maintain a high level of integrity, confidentiality and professionalism.
• Must be able to respond to written correspondence and demonstrate thorough reading and understanding of instructions, memos, and tasks.
• Skilled in delivering timely, customer-focused solutions.
• Proficient in managing challenging customer conversations to resolve customer needs.
• Ability to multitask, prioritize, and manage time efficiently.
• Bilingual in Spanish with the ability to read, write and translate.

Skills

High School Diploma / GED required.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

Overtime required – required on an as needed basis. Must have reliable transportation and live within a commutable distance to one of the following cities: Houston, Texas.