Bilingual Customer Care Representative

Bilingual Customer Care Representative

Southeast Toyota Finance, a subsidiary of JM Family Enterprises, is seeking Bilingual Customer Care Representatives to provide high-quality, phone-based support to customers. This role is responsible for handling inbound calls, resolving account-related inquiries, and delivering a professional and positive customer experience in a fast-paced, high-volume contact center environment. Successful candidates are clear communicators who can navigate multiple systems while maintaining accuracy and compliance.

• Handle inbound customer calls using a dialer system to address account questions and service needs
• Clearly and accurately explain auto finance information to customers in a professional manner
• Research, resolve, and document customer inquiries and issues using internal systems
• Accurately calculate and communicate payoffs, extension fees, rewrites, and quotes
• Prepare and send professional written correspondence when required
• Navigate multiple systems and screens simultaneously to support efficient call handling
• Meet established quality, productivity, and compliance standards
• Demonstrate sound judgment, empathy, and professionalism in all customer interactions

• Clear, confident, and professional verbal and written communication skills
• Proficiency with PC applications, including data entry and navigating multiple systems and dual screens
• Ability to work effectively in a high-volume, metrics-driven customer service environment
• Strong attention to detail and accuracy, particularly when handling financial information
• Ability to multitask, manage time effectively, and work independently
• Prior customer service experience preferred
• Knowledge of retail or lease auto finance is a plus
• Bilingual proficiency in Spanish and English REQUIRED