Customer Service Representative Complaints (Anaheim)
Cashcall - Anaheim, CA

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CashCall is looking for dynamic professionals that are self-motivated, trustworthy and can quickly adapt to change in a fast-paced environment. Qualified candidates will support and promote a positive work atmosphere. Team work is essential to our success and we are looking for individuals that demonstrate caring, compassion and an ability to get along with others.

  • Receive, review, research and respond to customer concerns/complaints quickly and within Company guidelines.
  • Follow up on commitments given in relation to complaints.
  • Track complaints and resolutions via excel spread sheets.
  • Listen to previous calls and determine validity of complaint while keeping information confidential at all times.
  • Prepare documentation on complaints/ issues / resolution that will be shared with Management.
  • Work with and communicate with multiple departments to ensure appropriate resolution.
  • Make outbound and receive inbound calls via an Auto Dialer or manual calling to gather or clarify information.
  • Accurately document all information pertaining to accounts.
  • Prepare and/or process documents; review for accuracy and completeness; update information and/or evaluate against policy; compare elements for consistency or logical relationship, etc.
  • Receive, research, and respond to incoming questions; provide information, explain policies and procedures, and/or facilitate a resolution.
  • Review, process and/or respond to customer correspondence and requests.
  • Perform other duties as assigned.
  • Read, interpret and apply federal, state and local collection laws, rules, regulations and company policies and procedures.
  • Interact with internal and external customers in a manner which shows sensitivity, tact and professionalism.
  • The ability to negotiate with customers.
  • Conduct every call according to the call model.
  • Possess investigative techniques and processes to identify the true reason for delinquency to aid in one call resolution.
  • Use basic business math to solve problems.
  • Communicate clearly, concisely and effectively both verbally and written.
  • Follow written and/or verbal instructions.
  • Proficient with MS Word and Excel.
  • Demonstrate strong follow up abilities with attention to detail.
  • Ability to adapt to change and work in a fast-paced environment.
  • Minimum 2 years customer service experience; preferably in a call center environment.
  • Bi-lingual is a plus.
  • Dialer experience is a plus.
  • Must be able to maintain a regular 8-hour shift Monday-Friday, in addition to a 4-hour shift 2-3 Saturdays per month and a 12-hour mandatory shift on the last day of the month.
  • Shifts may vary and are subject to change based on business needs. No Exceptions

Cashcall - 17 months ago - save job - copy to clipboard
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