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Customer Service Representative
Hitachi Capital America Corp.
| Position Overview: Candidate must be able to work within Eastern Time Zone. Assist with the daily activities of the Customer Service Department. Participate in the servicing of all internal and external customer inquiries and requests through telephone and written correspondence in a professional, correct, and timely manner while protecting the interests of Hitachi Capital America (HCA). Focus will be to continuously improve the customer experience within HCA while providing management with effective feedback to improve service. Commitment to Internal Control: The incumbent must understand, abide by, and uphold the system of internal controls related to the essential duties and responsibilities of the position. Essential Duties and Responsibilities Include, But Are Not Limited To: Responsible for responding to all internal and external customer service inquiries, and requests through telephone and written correspondence in a professional, correct, and timely manner while protecting the interests of HCA. The incumbent is required to directly resolve the customer inquiry or to direct the customer to the appropriate department within HCA Customer communications could include but are not limited to the following:
Work in conjunction with our preapproved vendors to ensure that insurance is in place for all accounts throughout the term. Complete timely follow up with those customers where the insurance has lapsed and take appropriate measures to resolve issues to the extent possible. Refer accounts to the Collections Department for handling those customers where there is no response to letters and/or telephone calls. Under the guidance of the Senior Customer Service Rep, meet or exceed established department goals, follow process guidelines and procedures, and service level measures. Track and identify incoming customer inquiries for reporting purposes where applicable. Need to provide suggestions to develop and refine customer service policies and procedures, tracking and reporting and effective marketing tools based on your work experiences and customer feedback. Cover for asset management, collections, titles, and secondary collections when requested Perform other duties as assigned. Responsibility and Decision-Making Authority: Need to act independently to determine appropriate customer response and action necessary to resolve a customer inquiry. Must use good judgment in determining when to escalate a customer issue to the team leader and/or department manager. Management/Supervisory Responsibilities: None
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Qualifications/Competencies Knowledge, Skills, and Abilities:
Education and Experience:
Licensing and Certification: N/A Tools and Equipment Used: Personal computer, phone, and other typical office equipment Working Hours:
Physical Demands:
The job description does not constitute an employment contract, implied or otherwise, other than an “at will” relationship and is subject to change by the employer as the needs of the employer and requirements of the job change. |
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