ICONMA, LLC

Compensation

Full Description

Our Client, a Financial Solutions company, is looking for a Customer Service Representative I for their Wayne, PA/Des Moines, IA/Hybrid location. Responsibilities: • The Customer Service Representative I is the primary contact for our customers. • They respond to a multitude of customer phone calls, emails, and chats in a contact center environment • Efficiently address customer and vendor needs through answering inbound customer calls, emails and chats in a call center environment. • Respond to customer request providing confirmation/information within the required timeframe. • Request lease payoff quotes and provide conditional sales buyout quotes. • Process payment requests and answer payment inquiries. • Provide/generate documents such as invoice copies, contract copies, amortization schedules, Bill of sale etc. • Answer general inquiries regarding tax, insurance, end of lease etc. • Assist customers with technical related issues. Examples include password reset, log in issues, general portal navigation inquiries etc. • Update general customer account information. For example, billing address, contact information, payment information etc. • Additional tasks as assigned by Team Lead Quality Assurance Reviews • Call Center KPIS including but not limited to, average talk time, customer follow up time, call abandonment rate, average call queue time, call classification rate. • Adherence to schedule • Customer Thermometer Satisfaction Score Complete required company ELearners on time. Requirements: • Bachelor's degree or equivalent work experience preferred; High School Diploma required.? • Experience: Some customer service experience, preferably within a call center environment. • Experience within the financial services industry is preferred. Technical/Functional skills and knowledge.? • Basic PC skills and familiarity with Microsoft Office/Teams. • Excellent verbal and written communication skills. • Ability to work independently & collaboratively in a fast-paced environment. • Spanish language skills a plus. Why Should You Apply? • Health Benefits • Referral Program • Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.