Customer Success Representative II
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Representative ensuring positive experiences for auto refinance customers in a remote setup. Handling escalations and maintaining legal compliance through quality assurance processes.
Responsibilities:
- Ensure that customers who have completed an auto refinance or purchase loan had a positive experience.
- Maintain all overflow through TSG phone systems and is the resolution point for escalations within TSG and all its brands.
- Respond to all complaints and escalations from start to finish and only escalate further if appropriate.
- Maintain Legal and Compliance concerns through QA processes.
- Document all accounts, contact, and activity information into various systems.
- Answer calls from internal and external sources, while providing a world-class customer service experience.
- Manage inbound and outbound communication by email, phone and/or text to customers and Lenders or previous lien holders.
- Outreach all funded loans within one business day via phone/email.
- Contact customers who have completed a funded loan and assess their experience.
- Quality Assurance – Listen to calls made by loan specialists at rate of 1 call per week per loan specialist and complete compliance checklists to ensure compliance guidelines are followed.
- Work inbound email boxes (Save/Sales).
- Follow up via phone call when necessary for escalated customers.
- Research and resolve Short Payoff Issues to ensure loans are fully paid off.
- Grade customer experience with tools provided – both on the customer’s experience and on the Loan Specialist who assisted them in completing the loan.
- Provide responses to customers who left reviews on their auto loan experience.
Requirements:
- Associate or bachelor’s degree required.
- Experience in inside phone sales, telemarketing, quality assurance or customer service experience with auto finance companies or car dealerships.
- Strong listening, verbal, and written communication skills.
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to effectively present information to customers, clients, and all levels of management.
- Ability to calculate figures, proportions, and percentages.
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
- Ability to deal with problems involving concrete variables in standardized situations.
- Detail-oriented with ability to organize, prioritize and work independently.
- Strong critical thinking skills.
- Proficiency with Microsoft Office, with intermediate Excel ability, required.
- Keyboarding/computer skills, heavy computer and phone usage.
- High level of personal motivation, professionalism and integrity required.
- Must be dependable.
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Supplemental Insurance
- 401(k) Retirement Savings Plan
- PTO
- Paid Holidays
Similar Jobs
Enterprise Customer Success Manager
Enterprise Customer Success Manager at Waitwhile managing client relationships in North America. Driving product adoption and collaborations with cross-functional teams.
Client Experience Manager
Client Experience Manager overseeing client relationships and operational needs for Tixr's platform. Fostering growth and satisfaction through effective communication and service excellence.
Customer Success Manager
Customer Success Manager at a healthtech firm managing B2B partnerships. Focused on onboarding, retention, and operational efficiency across the customer lifecycle.
Junior CRM Consultant, Marketing Automation
Junior CRM Consultant focusing on Marketing Automation at MAI Marketing Automation Intelligence. Supporting operational implementation and continuous optimization of data-driven marketing processes.
Senior CRM Consultant – Marketing Automation, HubSpot
Senior CRM Consultant specializing in Marketing Automation with HubSpot focus. Join MAI Marketing Automation Intelligence agency for innovative marketing strategies in a remote setting.
Customer Success Manager – Enterprise
Senior Customer Success Manager at Scribe managing relationships with enterprise customers. Driving adoption, expansion, and ensuring customer satisfaction with Scribe’s solutions.
Director of Operations
Director of Operations for Salesforce's Missionforce Customer Success Group, revolutionizing U.S. national security operations with AI-powered workflows. Leading complex projects and managing executive communications in a high-growth business segment.
Customer Success Manager
Customer Success Manager managing customer relationships and adoption of VR training simulations for career success. Focused on understanding customer needs and driving product utilization.
Senior AI Strategic Customer Engagement Manager
Strategic Customer Engagement Manager at Workday driving AI revenue growth through executive engagements and innovative solutions. Collaborating with sales and product teams to shape AI strategy in enterprises.
CRM Operations Manager
CRM Operations Manager responsible for building and optimizing customer communications in Salesforce Marketing Cloud. Join a team reimagining high-speed internet connectivity for underserved areas.
Customer Success Manager, Scaled
Customer Success Manager focusing on onboarding and supporting SaaS customers in the US. Collaborating with sales and partners to elevate customer success and product adoption.
Senior Customer Success Manager
Senior Customer Success Manager responsible for customer retention and satisfaction in South America. Leading team efforts and customer partnerships for optimal service delivery.
Partner Success Specialist
Partner Specialist responsible for onboarding new customers and ensuring satisfaction at Teaching Strategies. Managing client relationships and enhancing their engagement with the company's digital solutions.
Customer Success Manager – HCM
Client Success Partner enhancing client relationships and onboarding for HCM solutions. Fostering client satisfaction while managing multiple projects in a dynamic, technology-driven environment.
Customer Success Manager – Revit
Revit Customer Success Manager onboarding, training, and supporting customers for optimal software use. Providing customer support and collaborating with sales for technical demos.
Customer Success Manager
Managing customer success for early-stage clients at Ashby, focusing on onboarding and long-term partnerships. Delivering high-quality materials and continuous engagement in a remote capacity.
Family Success Manager
Family Success Manager serving as a bridge between families and internal advising team. Facilitating communication and assistance throughout the child’s study abroad journey.
Customer Success Manager
Customer Success Manager managing client relations and driving satisfaction for a growing agency's portfolio. Leading onboarding, project updates, and relationship management with a focus on initiative.
Customer Success Specialist
Customer Success Specialist delivering customer service to organizers, vendors, and partners in the Eventeny ecosystem. Building relationships and ensuring successful events through expert support and guidance.
Customer Success Manager
Customer Success Manager ensuring customers achieve maximum value from WeVideo's video learning platform. Guiding clients through their journey from onboarding to renewal, driving product adoption, retention, and growth.