Call Center Representative Titles- (Bilingual)

Stellantis Financial Services (SFS) is the new captive finance company for one of the worlds leading automakers and a mobility provider with iconic brands including Abarth Alfa Romeo Chrysler Citron 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. Join our world class team and culture and contribute to our core mission which is enhancing our customers experience.

Position Summary:

The Titles 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

Essential Duties and Responsibilities:

• 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.

• Maintain confidentiality due to regular access to specified personal information of consumers including but not limited to Social Security numbers and dates of birth.

• Other duties may be assigned; responsibilities and activities may change.

Qualifications and Competencies Required 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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• 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.

Education:

High School Diploma / GED

Additional Requirements:

• Overtime required required on an as needed basis.

• Travel 0-10% - as required on an as needed basis.

• Must have reliable transportation and live within a commutable distance to one of the following cities: Houston Texas

• Compensation: This position requires bilingual proficiency. The base pay range is $19.00 to $21.00 per hour plus a $1.00 per hour bilingual differential for candidates who meet the bilingual language requirements.

Qualifications Required:

• Experience - Previous call center experience providing high-quality customer service in a fast-paced environment including managing high call volumes.

• Skill - Bilingual in Spanish with the ability to read write and translate.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job the employee is regularly required to sit; use hands to finger handle or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop kneel crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule 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.

Stellantis Financial Services Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment discrimination and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race color religion sex age national origin disability pregnancy sexual orientation veteran status gender identity or expression change of sex and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement promotion training transfer retention rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit ability achievement experience conduct and other legitimate business reasons.