Call Center Representative

Are you someone with call center or customer service experience and the ability to process change positively

At Portfolio we pride ourselves on our responsive innovative efficient and sincere service standards (R.I.S.E).

We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the customer service experience.

** Local candidates will be considered for this role as initial onsite training at Portfolios Strongsville OH is mandatory**

In addition to offering a remote work schedule Portfolio offers a comprehensive benefits package:

• Paid Company Holidays
• Paid Time Off including Flex Time (40 Hours of additional Paid Time Off) and Volunteer Time.
• Health/Dental Visions Insurance
• Life Insurance & Short-Term Disability
• Tuition Reimbursement
• Lucrative Monthly Bonus Opportunities
• Referral Bonus
• 401(k)
• Monthly Associate Breakfasts
• Reputation Management Program Monetary Prizes for Positive Online Reviews
• Additional associate perks

If youre ready to be part of a dynamic team that values integrity and excellence apply today and help us redefine the customer service experience! Join Our Team at Portfolio!

As a Call Center Representative (Maintenance Pre-Notification Specialist) youll play a crucial role in protecting the interests of the administration company by following the guidelines of each contract Portfolio administers while providing knowledge to the customers and dealers.

Compensation:

• Starting range of pay: $20.00 per hour plus Monthly Bonus (eligible after 60 days of employment)! Exceptional Comprehensive Benefits!

Work Schedule:

• Training schedule: Monday - Friday 9:00 am - 5:30 pm. *Initial training will be conducted at the Strongsville OH office for at least 2-4 months.*
• Schedule following training (remote work from home): Monday - Friday 10:00 am - 6:30 pm.

** Local candidates will be considered for this role as initial onsite training at Portfolios Strongsville OH is mandatory**

Job Summary & Objective:

At this time a Call Center Representative (Maintenance Pre-Notification Specialist) is needed to assist Warranty Forever Auto/RV/PS contract holders with the highest level of respect and customer service. Educate customers on the requirements of the agreement provide electronic draft copies of contracts and answer questions to help the customer resolve their concerns issues or reasons for calling. Provide world-class customer service even in challenging situations using the resources provided and processes as trained. Strive for one-call resolution and an outstanding customer experience on every phone call. Understand and apply the Retention Program element of Warranty Forever and use soft sales skills to highlight endorse recommend and convert customers to service with the selling dealer.

Essential Functions:

• Provide exceptional customer service to internal and external customers in a high-volume KPI-driven contact center environment.
• Perform the routine duties of the Maintenance Pre-Notification Department including phone calls and inspection records processing.
• Continuously adapt to updates in processes and department guidelines
• Handling Pre-Notification and RV phone calls
• Provide an excellent customer service experience for customers calling about Warranty Forever Auto RV and PS contracts.
• Follow scripting and call flow per current department guidelines.
• Use dealer notes and dealer-specific conversion aides to communicate all of the benefits of the selling dealer and ask for the conversion on every first-time call.
• Be engaging and enthusiastic when highlighting the benefits of servicing at the selling dealer.
• Meet or exceed current department requirements for Conversion Percentage goals.
• Maintain organized training forms and reference guides that have been provided to use as needed to properly assist customers with the processes as you have been trained.
• Enter thorough and detailed notes into Vander including all critical information to understand the true context of each phone call using note templates to increase speed and accuracy.
• Use RV scripting and note templates to ensure clarity of information provided to customers and to best document the details of the call.
• Strive to meet or exceed all current department KPI targets including but not limited to average call times average speed of answer use of follow-up/personal and general availability related to calls handled per month.
• Assist with full cycle RV Inspection Record Processing or processing work as assigned.
• Attaching the Records and Updating Contact Information.
• Noting contract status in Vander and updating renewal status as appropriate.
• Email the customer confirmation and status of the RV contract using the current templates and email processes provided.
• Apply attention to detail and problem-solving skills to reach the correct outcome for each record processed.
• Assist in Customer Call Back Procedures as trained for voicemail service and emailed HubSpot/website inquiries.
• Be prepared on time and engaged in scheduled training.
• Display reliability in working your schedule as assigned and being prepared to be in Five9 and available to take calls when your shift is scheduled to start.
• Strive to enforce and live the Portfolio philosophy each and every day being a role model for Portfolios culture core values and servicing standards.
• Take ownership of changes and be personally responsible for managing change in an upbeat positive manner.
• Other duties as assigned.

Qualifications and Education Requirements:

• High School Diploma or equivalent.
• Reliable and punctual.
• Previous customer service experience
• Excellent customer service skills
• Ability to practice active listening and identify customer needs and concerns.
• Excellent written and verbal communication skills.
• Attention to detail.
• Multi-tasking.
• Prioritization skills.
• Able to work within established KPIs.
• Ability to manage environmental and process change in a positive manner.
• Calm and patient demeanor.
• Prior call center experience is a plus.

Preferred Requirements:

• Calm and patient demeanor.
• Prior call center experience.
• Prior experience in a KPI-driven environment.
• Inside sales upselling general sales experience.

Work Environment and Physical Requirements:

• Vision acuity is required to include close vision color vision distant vision and the ability to adjust focus.
• Ability to grasp objects such as a telephone or computer mouse finger dexterity to use a keyboard calculator and standard office equipment
• Ability to walk stand reach with hands and arms; stoop kneel crouch and lift up to 25 pounds.
• Ability to frequently sit for long periods of time.
• Ability to hear and talk both in person and by phone.
• Ability to spend extended hours in front of a computer screen.