Description

• Provide positive customer experience to US Ford vehicles owners, while appropriately handling 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.
• Take ownership of each call to transform customer experience in every moment to build lifetime relationships; representatives are empowered to resolve customer needs independently and are expected to:
  • Manage call flow progression effectively to meet customer service level expectations while delivering best in class service.
  • Utilize online knowledge-based materials and navigate multiple applications to assist with call handling and decision making.
  • Research, explain, and correct required items such as misapplied payments or payoffs and balance disputes.
  • Clearly explain process requirements and obtain required information from customers.
  • Discuss past due accounts with customers and obtain acceptable arrangements to get the account up to date.
  • Possess workplace agility:
    • Remain knowledgeable and prepared for upcoming changes to processes and technology.
    • Embrace the call center environment and deliver best in class customer service by leveraging all resources to maintain expected productivity levels
  • Be prepared to engage and contribute positively to a collaborative, team-based environment.

• Bachelor's degree is preferred. Minimum scholarity: High School.
• 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 Calendar 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