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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.



  • 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%)



    • 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




      • High school diploma / GED

        Years of Experience




        • 1 - 2 years of relevant experience required

          Required Specialized Skills


          • 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




            • Bachelor's degree

              Desired Specialized Skills


              • 1-2 years demonstrated experience in an automotive call center or related financial services call center
              • Familiarity with automotive retail & lease financing

                Work Flexibility




                • Ability to work shifts with the hours of 7AM-7PM PST Monday -Friday.

                • 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

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