Job Description

Luxury automotive manufacturer, Porsche, is looking to hire top tier customer services representatives for their financial services division!

This is position is remote.

PRIMARY RESPONSIBILITY (IES)

Responsible for providing One Contact Resolution to existing Porsche Financial Services (PFS), Bentley Financial Services (BFS), and Lamborghini Financial Services (LFS) customers for activity made through various channels of communications (i.e., phone, website, email, and mail correspondence). May require additional contact with other PFS departments, Porsche Cars North American (PCNA), Dealers, vendors, and PFS field personnel to resolve concerns and ensure complete satisfaction of all customers. Contribution to department and company projects related to efficiency improvements and enhanced customer service.

CHARACTERISTIC DUTIES

• Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies.
• Demonstrates dependability and accountability for own performance and supports the team in achieving targets.
• Provide high quality and timely interaction with PFS customers, dealers, and vendors to contribute to a best in class customer experience.
• Follow the correct workflow process in order to transition customer administrative transactions and correspondence request to the processing team in an efficient and effective manner.
• Use available phone system and Fiserv V8 tools to account for lunch and break times to provide necessary coverage to maintain the targeted service level metrics (includes but not limited to: Service Level, Average Handle Time, Average Speed of Answer, Quality and Schedule Adherence)
• Ensure local limits of authority are followed.
• Complete assigned training in scheduled timeframe.

MINIMUM QUALIFICATIONS (Education, formal training, experience, specialized knowledge, and special skills.)

• In depth knowledge of FDCPA, FCRA, ECOA and Federal Privacy laws

• Commitment to excellence - quality driven.

• Customer service oriented/Connectedness - Empathetic to customer problem/ issue/ situation‐ Strong human connection with the customer.

• 3+ years’ experience in customer service.

• 1 year auto finance experience (preferred)

• Proficient written and verbal communication skills. - Writing, Speaking, Listening, Interpretation, Clarification.

• High school graduate, College degree preferred; or equivalent experience.

• PC experience required (MS Office etc.) - Computer Maneuverability ‐ Office and Computer literacy, skills, and maneuverability ‐ Strong computer literacy. Demonstrated ability to interface with multiple computer systems. Typing accuracy and speed. Multi‐tasking.

• Critical Thinking‐ Problem solving. Understanding of complex issues. Big picture understanding. - Creative thinking.

• Adaptability‐ Open and comfortable with continuous change. Demonstrates flexibility. -Demonstrates an open mind to new approaches. Shows tolerance and patience to work through ambiguity.

• Focus ‐ Ability to concentrate. Attentiveness to work. Ability to avoid distraction in a noisy work environment. Works efficiently. Accomplishes work without unnecessary delays.

• Learning Agility‐ Ability to quickly review, understand, assimilate, and retain new information.

• Product Knowledge Proficiency. Understand and has a working knowledge for Lease, Retail and the Lease End products and systems. Product Knowledge proficiency to be objectively quantified within QA process

PRINCIPAL WORKING RELATIONSHIPS (Relationships inside the company, including titles of immediate supervisor and subordinates, and relationships outside the company.)

Inside the Company:

• Reports to Supervisor, Customer Service.
• Works closely with Senior Customer Service Representatives in handling accounts that are more difficult requiring escalation.
• Cooperation with other team members. Working between teams and helping people learn. Support department needs beyond individual needs

Outside the Company:

• Interacts with PCNA, PFS customers, Dealers, and vendors.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Available to work 9 AM to 9 PM with flexibility to cover time zones other than EST.
• Reliable, complaint around attendance and tardiness. Ability to meet a schedule.
• This position is based in Atlanta, Georgia