CUSTOMER SERVICE REPRESENTATIVE

Job Description.
The position is responsible on 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) in regards to 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, Insurance Companies and/or 3rd Party (i.
.
Other Financial Institutions) inquiring on subjects like Payoffs, Total Loss, Vehicle Damage, Titles and others.
The majority of the calls are in English but there might be a few calls in Spanish.
Schedule.
We are currently open from Monday through Friday from 7.
am until 7.
pm and Saturdays from 9.
am until 2.
pm (There could be a possibility of extending the service window until 9.
pm [from Monday – Friday only] in the future) Schedules could fall within the time frame (7.
am until 7.
pm) during Monday - Friday and Saturdays from 9.
am until 2.
pm Depending on Department requirements, a 6 day or 5 schedule will be assigned for at least 6 months.
Responsibilities.
1.
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, insurance companies, etc.) resolving inquiries, handling complaints and walking them through the correct process according to their original request.
2.
The agent will have to identify current Account status for appropriate action on both Retail and Lease NMAC/IFS phone calls regarding a Total Loss incident, Vehicle Damage, Titles, End of Term, Interest rate, Post Maturity Date and other subjects 3.
Maintains a Quality Standard on all phone calls received/made guarantying a minimum overall average percentage of 85% following our Call model to assure all Compliance, State and Federal regulations are within guidelines.
4.
Must be able to utilize all tools and resources available to proactively resolve our Customer’s concern and prevent any further callbacks.
5.
Must be able to follow all Adherence guidelines to achieve a minimum target of 95% Requirements.
1.
High School Diploma; BA Degree preferred 2.
Knowledge on Excellent Customer Service Techniques (Call Center based preferably) 3.
Fluent English 4.
MS Office Intermediate Skills/Competencies.
1.
Basic understanding of the auto finance industry.
2.
Empathetic with difficult situations 3.
Active Listening 4.
Customer Focus 5.
Good Grammar and Communication Skills 6.
Problem Solving and Negotiation Skills 7.
Tolerance to work under pressure 8.
Emotional Intelligence.
-Nissan (NMEX,NEdM, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción (ni discriminación por género, identidad y/o expresión de género, orientación sexual,) raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.
-Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN) hires 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.
By   applying   for   the   advertised   position, candidates   acknowledge   that   Nissan Mexicana and   its   subsidiaries reserve   the   right   to   conduct   a   public   conduct   search   due   to   the   sensitive   nature   of   the   assets   and   information   involved   in   the   role.
This   includes,   but   is   not   limited   to,   proprietary   information,   financial   data, and   other   assets   requiring   safeguarding.
Nissan Mexicana and   its   subsidiaries   assure   confidentiality   and   compliance   with   all   legal   requirements   regarding   the   use   of   such   information.
By   applying   for   this   position,   you   are   consenting   to   this   check.
Aguascalientes Aguascalientes México