At Western, "what" you know is important, but not as important as how you relate to teammates and customers. Our environment is based on the principles of respect, curiosity, creativity, individual empowerment, and the ability to listen effectively and communicate openly. We also believe in continual learning, bias toward action, keeping commitments, and doing our absolute best every day. We believe that our ability to deliver on our promise is a result of these high standards.
The Customer Care Representative II is responsible to provide a superior customer experience to our Western Equipment Finance customers and team members. Position is responsible to provide a positive and impactful impression to our customers through an exceptional, accurate, and efficient customer experience and provide customers answers to customers' questions and inquiries, in accordance to our organization's vision, core values, and team guidelines. Assist the Customer Care Supervisor in analyzing training needs and department processes creating ways for delivering excellent customer service.
Duties and responsibilities:
- Superior Customer Experience: Answer customer inquiries in regard to their account or assist team members with customers' questions. Majority of customer interaction is via phone with opportunities to interact with the customer through email and fax.
- Provide payment and or customer account history in an efficient and effective manner, based on customer inquiries.
- Assist the Customer Care Supervisor identify training and process updates needed to provide excellent customer service and support to our customers and team members.
- Collaborate with other departments to develop efficient methods for handling issues and elevate the roll of customer care.
- Resolve department user issues relating to Lease Works.
- Carefully consider internal reference documents and accounts attributes when calculating partial and full buyouts to provide to customers, vendors and for internal use ensuring accuracy and timeliness.
- Review current contract documents and payment schedules as well as recalculating payment schedules based on new terms for payment modifications.
- Complete contract reviews in order to make determinations on release of collateral.
- Use insurance portal to check the status of insurance coverage and work to resolve issues relating to insurance related concerns.
- Maintain accurate records of customer interactions and resolutions in compliance with company policies and industry regulations.
- Liaise with cross-functional teams, including Sales, Underwriting, Collections, Documentation and Accounting to ensure swift and effective resolution of customer issues.
- Serve as a point of contact for investor partners, communicating transfer of service and accounting figures.
- Prepare contract documents, update system and work inter-departmentally on modification completions
- Other responsibilities and duties as needed or assigned.
High School Diploma required. Associate's Degree or two years of college preferred. Five years related experience required.
This is a full-time position with benefits.
Starting Salary Range: $39,513.00 - $59,270.00 per year. This is a non-exempt, hourly position. Note: This range represents our good-faith estimate for the position at the time of posting. Actual compensation will depend on factors such as skills, experience, and qualifications.
Benefits and Other Compensation: As part of your employment with Western State Agency, you will be eligible for a comprehensive benefits package, which includes:
- Health Benefits: Medical, dental, and vision insurance
- Retirement Benefits: 401 (k), ESOP participation
- Paid Time Off (PTO): PTO, sick leave, and holidays
- Other Benefits: life insurance, employee assistance programs, professional development opportunities, wellness programs, educational assistance.
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to provide sponsorship for visa status. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Western Equipment Finance is an EEO and Affirmative Action Employer.