USAuto Sales Customer Service Representative II in Duluth, Georgia

Position Summary:

The Customer Service Representative II is responsible for providing high quality customer service to U.S. Auto Servicing consumers. The incumbent follows strict detailed policies and procedures to ensure payments are received in a timely fashion while remaining courteous and empathetic.

Responsibilities:

  • Efficiently handle all inbound calls to ensure customer satisfaction and retention of business.

  • Makes arrangements for early stage past due payments based on customer’s financial situations.

  • Creates side notes for customers that require collateral protection insurance.

  • Accepts voluntary repossession from customers and provide solutions that will allow customer to retain vehicle.

  • Processes payments, due date changes, deferments, amendments, payment arrangements, pay-offs, title requests, and insurance status updates.

  • Uses multiple methods of communication, such as email, telephone calls, and mailings; to follow up with customers regarding their account.

  • Accurately complete all required documents and enter information in respective systems for all transactions. Maintain up to date customer contact information.

  • Follows all established policies and procedures within the Account Services department to ensure compliance adherence.

  • Maintains a balance between company policy and customer benefit in decision making.

  • Escalates complex cases to supervisor for resolution while taking accountability of conclusion within scope.

  • Serves as a resource/subject matter expert and may provide training to fellow team members.

  • Achieves required score on department and FDCPA test.

  • Perform other duties as assigned.

Qualifications:

Required

  • High School Diploma/GED

  • 1 year of customer Service

  • Computer Literacy to include Data Entry, Microsoft Word, Excel, & Outlook

  • Exceptional Verbal and Written communication skills

Preferred

  • Some College coursework

  • 1 year of call center, 1st party collections, and/or Buy Here Pay Here experience

Environment:

While performing the duties of this job, the employee is regularly required to sit, use hands to type and file; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus. The employee is regularly exposed to ambient lighting and temperate climate conditions.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age or disability. We are committed to a drug-free workplace. All qualified applicants are subject to a drug screening prior to employment.

Job Locations US-GA-Duluth

Category Customer Service/Support