Job Description

Customer Account Representative (Inbound/Outbound)
San Diego, CA | On-site role

Responsible for reaching out to the lessee to let them know they are near the end of their lease term and go over possible future options with lessee by performing the following duties.

Employment Type: Full-time, Office Based in San Diego, CA (Must be willing to relocate at own expense)

Duties and Responsibilities include the following. Other duties may be assigned.

1. Sends welcome letters.
2. Contacts the lessee to discuss end of term options.
3. Sets appropriate and accurate call back dates and statuses in the system.
4. Sends notification letter of end of lease reaches out to the lessee for end of term decision and after three attempts of no contact with lessee sends out appropriate notice.
5. Logs and processes returned mail and titles.
6. Follows and completes 90 day check list when speaking with lessees.
7. Processes tickets, tolls, violations, registrations, recall notices, plate release letters, extension letters, and excise taxes as necessary.
8. Initiates inspection process with inspection company at end of term and follow up until the appointment is set or the vehicle purchase is complete.
9. Scans inspection report and turn in receipts as completed.
10. Applies knowledge of company products/services to efficiently process customer information, and responds to inquiries and complaints in a diplomatic manner.
11. Contacts customers via telephone or correspondence as frequently as necessary to meet company standards.
12. Remains current on market conditions regarding products, product updates and new technologies through available resources.
13. Utilizes the proper employees to assist with problem solving.
14. Maintains updated, organized electronic files in appropriate application.
15. Analyzes customer accounts and promptly make corrections and/or modifications to files.
16. Contacts customers to obtain missing information or data to ensure an accurate customer database.
17. Traces and expedites past due terminations to ensure lessee and financial institution satisfaction.
18. Trains new Customer Service staff as requested.
19. Performs other related duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Math Ability:

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Data Scan, Microsoft Outlook, and Seamless Lease Connection.

Education/Experience:

Less than one year related experience or training.

Knowledge, Skills and Other Abilities:

• Oral communication skills
• Written communication skills
• Time management skills
• Project management skills
• Organizational skills
• Customer relations skills
• Customer service skills
• Diplomacy skills
• Filing skills

Pay Rate:

• $19 to $21 per hour
• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable

Full Time Benefits

• Medical, Dental, and Vision benefits
• Life Insurance and Long-term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Annual Flu Shot
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym (available in our Los Angeles, CA & Dallas,TX office)
• Rental Car Discounts, Dell Member Purchase Program
• UKG Wallet

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is occasionally required to stoop, kneel, crouch or crawl.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This is a fast paced environment with a high level of in bound and out bound calls.

ACKNOWLEDGMENTS

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.

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