Customer Service Representative

Position Overview
Our client is seeking a Customer Service Representative to join a collaborative and customer-focused team environment. This role is responsible for handling customer inquiries and servicing requests through phone, email, and fax while providing professional, knowledgeable support. The ideal candidate is highly adaptable, thrives in complex situations, works well in a team-oriented environment, and is open to feedback and continuous improvement.

Key Responsibilities

• Maintain and update customer accounts, including address changes, phone number updates, and detailed account notes.
• Assist customers with account-related inquiries and provide accurate information regarding account status and servicing options.
• Explain available payment methods and account processes.
• Resolve customer concerns and requests in a timely and professional manner.
• Act as a liaison between customers and internal departments to facilitate issue resolution.
• Initiate, explain, and execute various company processes and procedures.
• Manage non-phone customer interactions, including email and fax requests related to document fulfillment and account servicing.
• Handle escalated customer inquiries related to billing, titles, taxes, and other complex account matters.
• Research and resolve title-related exceptions and deficiencies.
• Provide support to internal and external customers regarding title transfers, name changes, lease-to-loan conversions, and state-to-state title transactions.
• Deliver an exceptional customer experience while promoting customer retention and brand loyalty.

Qualifications

• Previous customer service experience in a high-volume environment.
• Strong problem-solving and critical-thinking abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Comfortable handling complex customer situations and escalated issues.
• Proficiency with Microsoft Office and customer service systems.
• Automotive titling experience is a plus.
• Experience supporting customers through phone, email, and other communication channels preferred.

Desired Traits

• Ability to handle complex situations and processes (most important)
• Team-oriented mindset with a collaborative approach
• Adaptable and agile in a changing environment
• Receptive to coaching and feedback
• Strong commitment to delivering excellent customer service
• Professional, dependable, and customer-focused

Work Environment

• Fast-paced, customer-focused setting
• High level of interaction with internal and external customers
• Opportunity to work with a supportive and collaborative team