Customer Care Representative Bilingual Preferred

Location: 814 Commerce Dr., Oak Brook, IL 60523

About the role

PLS®: People. Location. Service Why PLS? Because You Deserve Better!® PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

The Customer Care Representative is responsible for servicing internal and external customers by providing information about financial products and services and customer concerns. The Customer Care Representative is a trusted source responsible for all customer service interactions focused on the total customer experience. The Customer Care Representative is instrumental in enhancing the customer experience by providing high-quality service at every interaction and ensuring customer concerns are being handled appropriately while working in a dynamic, fast-paced environment.

Responsibilities

• Address escalated customer inquiries in a timely manner.
• Determine the cause of customer’s concerns; explain the best solution for the customer’s concern; expedite correction or adjustment and follow-up to ensure resolution.
• Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken.
• Educate customers by answering product and service questions and suggesting information about other products and services.
• Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
• Maintain a comprehensive knowledge of PLS products and services.
• Maintain a polite and professional telephone manner.
• Meet Quality Assurance requirements and other key performance metrics.
• Other duties as assigned by management.

Requirements

• Minimum of one or more years of customer service experience.
• High school diploma or equivalent.
• Ability to work flexible hours, including evenings and holidays as required to support business initiatives.
• Ability to complete efficient data entry.

Qualifications

• Previous Contact Center experience is a plus.
• The ability to communicate clearly and effectively in Spanish is a plus.

Skills

• Customer service-oriented with the ability to handle difficult situations.
• Excellent customer service and organizational skills.
• Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner.
• Strong skills to analyze, prioritize, and/or establish a resolution for customer inquiries.
• Computer literacy in Microsoft Windows operating system and Microsoft Office.