Customer Service Representative

Credit Acceptance
Published
July 17, 2021
Location
Detroit, MI
Category
Job Type

Description

Credit Acceptance is proud to be an award-winning company!  Our history of excellence and growth has created many exciting career opportunities.  Working together as a team has earned us many national workplace awards, including Fortune magazine’s annual “100 Best Companies to Work For” list for the past seven years (rated #68 nationally in 2020).  Our Team Members have created a world-class culture that promotes a positive workplace and drives us to succeed, making us one of the largest used car finance companies nationally.

Our Operations teams work with our consumers to promote great service, encourage them to bring their accounts current and resolve escalated issues.  Team Members specialize in various segments of the contract life cycle to achieve the highest levels of performance.  We are committed to providing career growth opportunities to our Team Members and we are proud of our record of promoting from within.  Our flexible schedules, casual work environment and culture of having fun make this a Great Place to Work!

About this Position:

  • NOTE: Due to events related to COVID-19, this position will work from home until further notice.  At a future date, you will be assigned an office work location.
  • Efficiently and accurately handling calls by assisting consumer in an effort to resolve their requests and payment transactions
  • Professionally and respectfully persuade consumers to pay in an effort to bring and keep their account current
  • Ensure the information we depend on to contact and collect from these consumers is accurately maintained
  • Ensure the payment transaction information from these consumers is accurate
  • Effectively educate consumer on the most effective payment options

Outcomes & Activities:

  • Handle Incoming Phone Calls: You will spend up to 90% of your time on the phone effectively and efficiently handling consumer phone calls, one-time and recurring phone payments
  • Provide Excellent Customer Service: You will use our call model to handle each call in a manner that is respectful and patient while providing consumer with accurate account information
  • Provide Quality Payment Transactions: You will need to stay within the parameters as set by the department
  • Provide Support: You will handle all consumer requests such as document requests and information inquiries as well as processing one-time and recurring phone payments
  • Promote Payment Options: You will educate consumer on importance of making timely payments by offering On-line, AutoPay and One-time Payment options
  • Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance

Knowledge & Skills:

  • Manage your time effectively and adhere to attendance guidelines and complete work tasks in a timely manner
  • Active listener and have effective communication skills
  • Seek, retain and share knowledge to help consumers resolve requests and understand the functions of other departments
  • Problem solver, with an ability to understand, interpret and act on information promptly and effectively
  • Self-driven, motivated to help, and able to perform with minimal supervision in a team environment
  • Open and receptive to ongoing feedback aimed at improving performance
  • Intuitive with the ability effectively offer options to better benefit the consumer needs
  • Speak clearly, professionally and articulately on the telephone
  • Talk and type at the same time (talking with consumers while documenting relevant notes).
  • Manage a set work schedule
  • Document account notes clearly and efficiently
  • Work independently and in a team environment
  • Comfortable with repetitive tasks, sit and talk on the phone with a headset for up to 90% of the day
  • Operate office equipment (copy machines, fax, telephone, and keyboard)

Requirements:

  • High school diploma
  • High speed internet connection with a minimum of 15mbps download speed

Preferred:

  • Previous customer service experience in a call center environment
  • Experience in the finance or automotive industry
  • Experience in any position where you had to demonstrate excellent communication skills

Training & Schedule Requirements:

Training:

  • Monday through Friday; 8:00 am - 5:00 pm PST
  • Virtual Training will be conducted beginning 8/23/2021

Schedule:

  • Monday - Friday: 10:00 am to 7:00 pm PST
  • Saturday & Sunday: OFF
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