Customer Service Representative

Responsibilities

• Serve as the primary point of contact for customers, vendors, brokers, and internal teams
• Manage inbound calls and written communications professionally and efficiently
• Resolve customer issues by analyzing information, troubleshooting, and coordinating across departments and external partners
• Provide support on lease-related inquiries, including buyouts, invoicing, billing, taxes, contract changes, and payment history requests
• Handle escalations and de-escalate complex customer situations while adhering to SLAs and company policies
• Process account and document-related tasks, including contract adjustments, invoices, automatic payments, and lease assumptions
• Prepare and distribute customer documentation and maintain accurate records in company systems
• Utilize internal tools and systems to complete daily responsibilities accurately and efficiently
• Maintain clear, detailed notes and documentation in customer databases
• Collaborate cross-functionally to support customer needs and ensure seamless service delivery
• Communicate effectively with leadership on issues that may impact customers or the business
• Ensure confidentiality of customer and company information
• Follow company policies, procedures, and regulatory requirements
• Provide exceptional customer service and contribute positively to team culture and organizational goals

• 2+ years of customer service or call center experience in a high-volume, multi-channel environment
• 1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs and policies
• Experience in equipment, consumer, or commercial leasing operations is a plus
• High school diploma or equivalent required
• Strong verbal and written communication skills
• Active listening and a customer-first mindset
• Empathy, patience, and professionalism in customer interactions
• Strong problem-solving and critical-thinking skills
• Ability to confidently de-escalate challenging situations
• Strong organization and attention to detail
• Effective time management and ability to multitask in a fast-paced environment
• Positive attitude with a strong sense of ownership and initiative

Demonstrates strong customer service skills with a focus on issue resolution, effective communication, and collaboration across departments. Proficient in managing high-volume inquiries while adhering to SLAs and maintaining accurate documentation.

• Customer Service Experience
• Issue Resolution
• Strong Communication Skills
• Problem-Solving Skills
• Attention to Detail

• Troubleshooting
• Contract Adjustments
• Invoicing
• Billing
• Lease Assumptions
• Account Management
• Document Processing
• Multi-Channel Support
• SLA Adherence
• Customer Documentation

• Active Listening
• Empathy
• Patience
• Professionalism
• Time Management

• High School Diploma or Equivalent

• Customer Interaction
• Escalation Management
• Leasing Operations
• Confidentiality
• Team Collaboration

• Customer Databases
• Internal Tools
• Communication Systems