Description

• Lead Customer Service Operations and team, ensuring performance goals and expectations are met (focused on Customer Experience, Quality, Productivity, and demonstration of Ford+ Behaviors).
• Foster a positive customer experience while appropriately coaching through routine inbound calls and/or chats related to vehicle financing, including but not limited to payment extensions, due date changes, payment research, and support of self-services available online through Account Manager.
• Monitor client interactions to transform customer experience in every moment to build lifetime relationships; support representative empowerment to resolve customer needs independently per the following expectations:
  • Utilization of online knowledge-base and navigation of multiple applications to assist with call handling and decision making.
  • Guidance toward research, explanation, and correction required for items such as misapplied payments or payoffs and balance disputes.
  • Orientation on process requirements and gathering of required information.
  • Investigation and coaching on past due accounts discussions and arrangements with customers.
  • Certify workplace agility:
    • Remain knowledgeable and prepared for upcoming changes to processes and technology, and cascade accordingly to team members
    • Execute strategy to deliver KPIs by leveraging all resources to maintain expected productivity levels.
  • Be prepared to engage and contribute positively to a collaborative, team-based environment
• Provide hands-on guidance and support to team members to ensure operational excellence.
• Ensure a high-performance culture through coaching, mentoring, and regular feedback.
• Monitor team productivity and quality metrics, identifying areas for improvement and implementing solutions.
• Act as the primary point of contact for escalations, resolving issues efficiently and professionally with customers.
• Collaborate with management to implement process improvements and drive team success.
• Demonstrate flexibility and accountability in managing rotating shifts and weekend coverage.

• Bachelor's degree is required.
• Proven English proficiency - both spoken and written (preferably native English or language certification).
• Customer service mindset.

• Extensive on-site training lasts for 4 to 6 weeks.
• 4-day on-site worksite arrangement.
• Weekly schedule of 48 hours, US Holiday Callander will be followed.
• Operation hours:
  • Monday-Friday: 7am-7pm CST.
  • Saturday: 7am-3pm CST.
  • Candidates will be scheduled to work 48 hours per week within the operating hours listed above. Shift assignments may vary, and candidates must be available to work any time between 7am and 7pm CST, Monday through Friday and 7am to 3pm on Saturdays