- Entry level
- No Education
- Salary to negotiate
Customer Service Rep 2
Primary Location United States-Oregon-Hillsboro
Provide exceptional service utilizing effective conversation skills with retail and lease customers & clients as well as Dealers of VW, Audi & Bentley. Assists and resolves a variety of entry level and moderate level account servicing tasks.
Representative Level 2 is responsible for maintaining and performing skills gained as Representative Level 1. Calls are routed using skills-based routing which may offer Level 1 skilled calls to Representatives at higher levels. The percentages listed below are influenced by call volumes, staffing and available resources.
Level 1 Tasks (25%) Determine callers’ needs and proactively provide concise, accurate, and complete solutions and responses to all customer inquiries
Maintain and perform comprehensive follow-up to ensure customer satisfaction, including setting accurate expectation
Provide payoff quotes on lease and retail accounts
Process pay-by-phone requests
Advise customers regarding tax and insurance obligations as it relates to their contract
Guide customers through the registration and titling changes associated with processes such as: state transfer, transfer of equity, lease assumption, lien release and lien assignment error
Update and verify all account maintenance information
Use discretionary decision making for payment arrangements, extensions, deferrals and due date changes
Determine initial verification of service member eligibility and gather applicable documents for processing
Level 2 Tasks (75%)
Perform early stage collections and account maintenance on delinquent accounts
Review termination options with customers including: transfer of equity, lease assumption, voluntary surrender, early lease termination, trade-in and vehicle sale options
Assist customers who are interested in lease extensions
Educate customers on the end of lease vehicle inspection and turn in process
Explain charges on Turn In Settlement Invoices, review and resolve possible discrepancies
Meet all customer & Dealer promises as it relates to follow-up on lease-end issues & sales related activities
Encourage payment of off-lease invoices
Stay abreast of basic product information on Brand VW & Brand Audi products
Present end of term options to customers in a persuasive way to optimize vehicle disposition
High school diploma / GED
Years of Experience
1 - 2 years of relevant experience required
Required Specialized Skills
Proven phone experience within the Customer Service group or related financial services call center position or phone intensive position
Excellent diction, articulation, negotiation, persuasion & listening skills & able to convey high level of confidence & credibility on the telephone
High degree of customer & dealer advocacy, concern for customer & dealer satisfaction & able to function well in a team environment
Proficient in Microsoft Word & Excel
Desired Specialized Skills
1-2 years demonstrated experience in an automotive call center or related financial services call center
Familiarity with automotive retail & lease financing
Ability to work shifts with the hours of 7AM-7PM PST Monday –Friday.
High degree of phone work required.
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
About the company
Volkswagen is a German car manufacturer headquartered in Wolfsburg, Lower Saxony, Germany. Established in 1937, Volkswagen is the top-selling and namesake marque of the Volkswagen Group, the holding company created in 1975 for the growing company, and is now the second-largest auto maker in the world, behind Toyota.
Volkswagen has three cars in the top 10 list of best-selling cars of all time compiled by the website 24/7 Wall St.: the Volkswagen Golf, the Volkswagen Beetle, and the Volkswagen Passat. With these three cars, Volkswagen has the most cars of any automobile manufacturer in the list that are still being manufactured.