Customer Services Representative

Detalles de la oferta

.Life at Nissan encompasses everything that inspires both the quality of our vehicles and the quality of our people. Company-wide, you'll find fast learners and self-starting engines as well as people who are quick to embrace change and take an idea into overdrive. At Nissan, minds race. Imagination gets a green light. Each opportunity is the fuel that drives an idea from inspiration to real-life.Mission:The position is responsible for providing excellent and efficient quality service in inbound calls from Customers/Businesses that own a vehicle through Nissan Motor Acceptance Corporation (NMAC) or Infiniti Financial Services (IFS) regarding any inquiry, complaint, and/or question they have regarding their loan and/or lease accounts (Including technical support assistance to the NMAC/IFS Website). Also providing such service to NMAC/IFS Dealerships and/or 3rd Parties (i.E. Other Financial Institutions) inquiring on subjects like Payoffs, Titles, and others. The majority of the calls are in English but there might be a few calls in Spanish.Responsibilities:Receives a standard number of inbound phone calls on active/inactive accounts from NMAC/IFS Customers or Businesses, NMAC/IFS Dealerships, and/or Third Parties (Other Financial institutions, etc.) resolving inquiries, handling complaints, and walking them through the correct process according to their original request.The agent will have to identify current Account status for appropriate action on both Retail and Lease NMAC/IFS phone calls regarding Titles, End of Term, Interest rate, and other subjects.Maintains a Quality Standard on all phone calls received guaranteeing a minimum overall average percentage of 70% following our Call model to assure all Compliance, State, and Federal regulations are within guidelines.Utilizes all tools and resources available to proactively resolve our Customer's concerns and prevent any further call backs.Follows all Adherence guidelines to achieve a minimum target of 95%.Requirements:Knowledge and skills: Basic understanding of the auto finance industry.Experience: Knowledge of excellent Customer Service techniques (call center based preferably).Academic level: High School diploma / Bachelor degree preferred.Technical skills: MS Office Intermediate.Language: Fluent English.Skills:Business Acumen (Knowledge)Continuous learningResolution of problems and conflictsNegotiation and influenceAnalytical aptitude-Nissan (NMEX, NEdM, NRFS, NRFM, and ANZEN) conducts hiring based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth, or any other condition


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