Customer Service Rep 2

Company: Volkswagen Group of America
Location: Auburn Hills
Posted on: October 19, 2020

Job Description:

Job Summary

Provide exceptional service utilizing effective conversation skills with retail and lease customers & clients as well as Dealers of VW, Audi & Bentley. Assists and resolves a variety of entry level and moderate level account servicing tasks.

Job Responsibilities
Representative Level 2 is responsible for maintaining and performing skills gained as Representative Level 1. Calls are routed using skills-based routing which may offer Level 1 skilled calls to Representatives at higher levels. The percentages listed below are influenced by call volumes, staffing and available resources.

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• Level 1 Tasks (25%)Determine callers' needs and proactively provide concise, accurate, and complete solutions and responses to all customer inquiries
  
  
• Maintain and perform comprehensive follow-up to ensure customer satisfaction, including setting accurate expectation
  
• Provide payoff quotes on lease and retail accounts
  
• Process pay-by-phone requests
  
• Advise customers regarding tax and insurance obligations as it relates to their contract
  
• Guide customers through the registration and titling changes associated with processes such as: state transfer, transfer of equity, lease assumption, lien release and lien assignment error
  
  
• Update and verify all account maintenance information
  
• Use discretionary decision making for payment arrangements, extensions, deferrals and due date changes
  
  
• Determine initial verification of service member eligibility and gather applicable documents for processing
  
  
  Level 2 Tasks (75%)
  
  
  
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  • Perform early stage collections and account maintenance on delinquent accounts
    
  • Review termination options with customers including: transfer of equity, lease assumption, voluntary surrender, early lease termination, trade-in and vehicle sale options
    
  • Assist customers who are interested in lease extensions
    
    
  • Educate customers on the end of lease vehicle inspection and turn in process
    
  • Explain charges on Turn In Settlement Invoices, review and resolve possible discrepancies
    
    
  • Meet all customer & Dealer promises as it relates to follow-up on lease-end issues & sales related activities
    
  • Encourage payment of off-lease invoices
    
  • Stay abreast of basic product information on Brand VW & Brand Audi products
    
  • Present end of term options to customers in a persuasive way to optimize vehicle disposition
    
    Required Education
    
    
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      High school diploma / GED
      
      Years of Experience
      
      
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        1 - 2 years of relevant experience required
        
        Required Specialized Skills
        
        
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        • Proven phone experience within the Customer Service group or related financial services call center position or phone intensive position
          
        • Excellent diction, articulation, negotiation, persuasion & listening skills & able to convey high level of confidence & credibility on the telephone
          
        • High degree of customer & dealer advocacy, concern for customer & dealer satisfaction & able to function well in a team environment
          
          
        • Proficient in Microsoft Word & Excel
          
          Desired Education
          
          
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            Bachelor's degree
            
            Desired Specialized Skills
            
            
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            • 1-2 years demonstrated experience in an automotive call center or related financial services call center
              
            • Familiarity with automotive retail & lease financing
              
              Work Flexibility
              
              
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                Ability to work shifts with the hours of 7AM-7PM PST Monday -Friday.
                
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                High degree of phone work required.
                
                We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Keywords: Volkswagen Group of America, Detroit , Customer Service Rep 2, Sales , Auburn Hills, Michigan