Customer Service Representative

Description

Job responsibilities

The Customer Service Representative is responsible for handling incoming and outgoing telephone and email inquiries from customers and TFG team members with an outstanding level of service. This individual provides the first point of contact and support for general inquiries from customers and team members. They are responsible for responding, handling and/or escalating these inquiries in a well prioritized manner. The representative will update and maintain data to ensure the accuracy of current contracts. This position includes extensive administrative paperwork related to customer contracts and conducts timely, effective maintenance of this information, including data entry into our systems.

Create an excellent customer service experience:

• Respond to and solve customer inquiries in a professional and prompt manner
• Build and maintain positive relations with team members and customers by act in a respectful and effective manner
• Respond to customer inquiries with accurate information and update lease information as required
• Follow up with customers to gain missing information and resolve customer issues

Manage all required administrative documentation related to lease applications and current customer accounts:

• Obtain and process initial and changed banking related information for customer lease payments
• Coordinate lease paperwork and required information with a high level of accuracy
• Coordinate documentation related to insurance and vehicle registration including power of attorney and insurance renewals
• Verify and update customer information and keep customer records updated in our systems
• Processing of lease termination documentation including the preparation of buyouts, bills of sale, discharge documents, waivers, and refunds.
• Coordinate with Lessees who are seeking payment relief to obtain the appropriate documentation.

Maintain the Customer Account information in the Lease Management System:

• Accurately update any new Customer contact information (address, telephone number, email) in the Account
• Accurately record all interaction with a Customer in their account, including resolution and documentation provided
• Diarize any follow-up requirements to maintain a high level of customer service and satisfaction

Qualifications, knowledge and experience

• A strong sense of integrity, professionalism and a results-oriented attitude to continually improve processes and systems, enhance efficiency, and contribute to overall organizational success
• Works well under pressure to meet ongoing and overlapping deadlines within short time constraints
• You are detail oriented and able to identify errors
• Effective communication, organization and interpersonal skills
• Ability to work in a fast-paced environment
• You thrive in an environment that involves multitasking and changing priorities while meeting service levels for timeliness and accuracy
• Ability to work both in a team and independently with minimal supervision
• Advanced skills with Microsoft Office products
• 2+ years of relevant experience
• Post-secondary diploma or bachelor’s degree is an asset

What we offer

• Leaders who support your development
• Opportunity to take on progressively greater accountabilities
• Ability to make a difference and lasting impact
• Option to work in office (Vancouver, BC), hybrid, or remote (for most roles)
• Comprehensive medical and dental benefits

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