What You’ll Do:

• Engage with customers on all inbound/outbound calls, emails, and other channels of communication applicable and provide support to update customer’s account information
• Develop and maintain positive business relationships with dealers through daily conversations and solicitations; providing exceptional customer service, effective and timely communications and responsiveness to all credit processing questions and inquiries while maintaining a high level of integrity.
• Communicate credit decisions to the dealer customer within the timeline prescribed
• Work with the dealer representative to provide a deal structure that is acceptable to all parties to the deal
• Overcome consumer objections through effective de-escalation methods, and refer complaints immediately to the appropriate reporting Manager.
• Update customer files with appropriate information and ensure information being placed in customer files follow regulatory, client specific, and corporate guidelines
• Make accurate records as needed in both French and English, as applicable, for specific case types.
• Review customer files and take appropriate actions in a timely manner
• Think creatively both in terms of solutions to complex complaints and process improvement.
• Collaborate cross-functionally on root cause analysis and drive resolution of customer issues
• Ensure customer satisfaction and provide professional customer support
• Ensure to deliver Bill Gosling Outsourcing and client metrics and expectations on a regular basis.
• Champion company core values and other company programs
• Other duties as assigned.

Requirements

• Experience
  • Previous experience in collections or sales position on the phone is required.
  • Experience in tier II customer support and/or customer retention is a strong asset.
  • Must be able to work full-time from office
  • Education​
    • Successful completion of high school education is preferred but not required.
• Skills & Abilities:
  • Excellent Communication Skills: You should be able to speak clearly, listen actively, and communicate effectively both verbally and in writing. Candidates should have a level of English proficiency equivalent to CEFR C1, or achieve a score of 90% or higher in an English proficiency test.
  • Positive Attitude: A friendly, enthusiastic, and approachable demeanor that makes customers feel comfortable.
  • Problem-Solving Abilities: The ability to quickly analyze a situation and find a solution to meet customer needs.
  • Attention to Detail: Ensure accurate data entry and follow-up on all customer interactions.
  • Adaptability: Able to adjust to new systems, processes, and customer needs.
  • Team Player: A collaborative spirit who enjoys working with others to achieve common goals.
  • Tech-Savvy: Comfortable using customer service platforms, CRM systems, and other software tools.
  • Willingness to Learn: Open to ongoing training and development to grow in the role and with the company.