Customer Service Representative

Responsibilities

• Respond to inbound calls in a timely manner using the utmost professionalism.
• Take detailed notes of conversations. Provide that information in Five
  9.
• Pull accounts up in the system.
• Handle general question calls.
• Refer to Dealer Notes for guidance on a regular consistent basis.
• Confers with team lead/supervisor when unsure of how to guide a customer.
• Escalates irate customers to supervisor.
• Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
• Strives to enforce and live the Portfolio philosophy every day.
• Other duties as needed (ex. Ad Hoc Administrative Reports/Tasks).

• High School Diploma or equivalent.
• Previous customer service experience over the phone or in person in an automotive-related industry.
• Ability to maintain an upbeat, positive, friendly, and clear tone of voice over the phone at all times.
• Strong computer skills especially in navigating the internet and conducting research.
• Process-driven.
• Ability to effectively communicate with diverse audiences and overcome objections/receive pushback from customers.
• Proven ability to understand the terms and conditions of the contracts that Portfolio administers.