Contact Center Resolution Specialist

Responsible for providing One Contact Resolution to existing Porsche Financial Services (PFS), Bentley Financial Services (BFS), and Lamborghini Financial Services (LFS) customers for activity made through various channels of communications (i.e., phone, website, chat, email, and mail correspondence). May require additional contact with other PFS departments, Porsche Cars North American (PCNA), Dealers, vendors, and PFS field personnel to resolve concerns and ensure complete satisfaction of all customers. Contribution to department and company projects related to efficiency improvements and enhanced customer service.

Roles & Responsibilities

• Provide front line support to Customer Service Representatives (CSR’s) and Customer Service Representative 2’s (CSR2’s) by guiding them to resources and answering complex questions to support one call resolution.
• Service customers who request escalation in compliance with PFS escalation procedures.
• Support leadership with implementation of operational and strategic projects
• Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies.
• Demonstrates dependability and accountability for own performance and supports the team in achieving targets.
• Provide high quality and timely interaction with PFS customers, dealers, and vendors to contribute to a best in class customer experience.
• Follow the correct workflow process in order to transition applicable customer administrative transactions and correspondence requests to the Account Resolution team in an efficient and effective manner.
• Use available phone and servicing system tools to account for lunch and break times to provide necessary coverage to maintain the targeted service level metrics (includes but not limited to: Service Level, Average Handle Time, Average Speed of Answer, Quality and Schedule Adherence)
• Ensure local limits of authority are followed.
• Complete assigned training in scheduled timeframe.
• Must be compliant with attendance and tardiness policy
• Complete assigned work queues within service level targets.
• Support leadership with other duties as assigned

Qualifications

• High school graduate, College degree preferred; or equivalent experience
• 2 years’ experience in customer service preferred
• 1 year auto finance experience preferred
• Minimum 12 month’s experience as a CS&R Representative
• Must be meeting performance expectations in current role.
• Candidates must successfully pass the CSR2 assessment to be considered for an interview.
• Must currently be in a Representative/Advisor 2 role or above
• Commitment to excellence - quality driven.
• Customer service oriented/Connectedness - Empathetic to customer problem/ issue/ situation‐ Strong human connection with the customer.
• Proficient written and verbal communication skills. - Writing, Speaking, Listening, Interpretation, Clarification.
• Critical Thinking‐ Problem solving. Understanding of complex issues. Big picture understanding. - Creative thinking.
• Adaptability‐ Open and comfortable with continuous change. Demonstrates flexibility. -Demonstrates an open mind to new approaches. Shows tolerance and patience to work through ambiguity.
• Focus ‐ Ability to concentrate. Attentiveness to work. Ability to avoid distraction in a noisy work environment. Works efficiently. Accomplishes work without unnecessary delays.
• Learning Agility‐ Ability to quickly review, understand, assimilate, and retain new information.
• Product Knowledge Proficiency. Understand and has a working knowledge for Lease, Retail and the Lease End products and systems. Product Knowledge proficiency to be objectively quantified within QA process
• Teamwork - Cooperation with other team members. Working between teams and helping people learn. Support department needs beyond individual needs.
• Knowledge of related state and federal statutory regulations.
• PC experience required (MS Office etc.) - Computer Maneuverability ‐ Office and Computer literacy, skills, and maneuverability ‐ Strong computer literacy. Demonstrated ability to interface with multiple computer systems. Typing accuracy and speed. Multi‐tasking.

Percentage of required travel: less than 10%

Schedule/Shift: This position will support our upcoming West Coast operational hours until 10 pm Eastern. PFS is a national contact center with operating hours requiring employee flexibility to work early morning, evening and/or rotating shifts to maintain appropriate customer support and coverage.Occasional weekend and holiday work may also be required. Employee work schedules are determined by business need, managed accordingly, and communicated to staff.

The pay range for this role is $28.00 to $40.00 per hour. However, it is important to note that at Porsche compensation range is dependent on geographic location. Individual salaries within each range are determined through a wide variety of factors including but not limited to education, experience, knowledge and skillset.

Porsche reviews compensation regularly and may adjust base salaries to reflect market competitiveness.

In addition to salary, individuals may be eligible for a discretionary performance bonus. Our full suite of benefits includes:

• Paid Vacation
• Paid Holidays
• Paid Sick leave
• 401(k) match
• Medical, dental and vision coverage
• Tuition and certification reimbursement
• Life Insurance
• Short and Long Term Disability Coverage
• Subsidized gym membership program
• Subsidized Porsche and VW leasing programs

Direct Reports

• None

Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.

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