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Customer Care Team Lead - Atlanta, United States - First Investors Financial Services
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Description
Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years.
Summary:
Assists the customer service representatives with escalated calls, executes side by sides with new hires and leads the team towards business goals and objectives.
Performs duties of a CSR II which include:
answering inbound calls, resolving data entry errors and handling other customer problems, and works closely with the Performance Coach and leadership on performance improvement strategies.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason even when dealing with emotional topics.
Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.
Written Communication - Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Supports organization's goals and values.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
Innovation - Meets challenges with resourcefulness.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience High school diploma or GED required. Minimum of 2 years of customer service within a call center, loan servicing, or quality monitoring environment.
Language Skills Ability to read and interpret documents such as policy and procedure manuals. Ability to write routine reports and correspondence. Bilingual (Spanish) preferred.
Reasoning Ability Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to derive conclusions and make recommendations beyond the scope of written policies or standard guidelines.
Computer Skills To perform this job successfully, an individual should have beginning to intermediate MS Office skill in Excel, Word and PowerPoint.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination and intimidation.
It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status.
Candidates must possess authorization to work in the United States.This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment.
Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.