Position Overview

Responsible for providing One Contact Resolution to existing Porsche Financial Services (PFS), Bentley Financial Services (BFS), and Lamborghini Financial Services (LFS) customers for activity made through various channels of communications (i.e., phone, website, chat, email, and mail correspondence).   May require additional contact with other PFS departments, Porsche Cars North American (PCNA), Dealers, vendors, and PFS field personnel to resolve concerns and ensure complete satisfaction of all customers.  Contribution to department and company projects related to efficiency improvements and enhanced customer service.

Roles & Responsibilities

• Provide front line support to Customer Service Representatives (CSR’s) and Customer Service Representative 2’s (CSR2’s) by guiding them to resources and answering complex questions to support one call resolution.
• Service customers who request escalation in compliance with PFS escalation procedures.
• Support leadership with implementation of operational and strategic projects
• Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies.
• Demonstrates dependability and accountability for own performance and supports the team in achieving targets.
• Provide high quality and timely interaction with PFS customers, dealers, and vendors to contribute to a best in class customer experience.
• Follow the correct workflow process in order to transition applicable customer administrative transactions and correspondence requests to the Account Resolution team in an efficient and effective manner.
• Use available phone and servicing system tools to account for lunch and break times to provide necessary coverage to maintain the targeted service level metrics (includes but not limited to: Service Level,  Average Handle Time, Average Speed of Answer, Quality and Schedule Adherence)
• Ensure local limits of authority are followed.
• Complete assigned training in scheduled timeframe.
• Must be compliant with attendance and tardiness policy  
• Complete assigned work queues within service level targets.
• Support leadership with other duties as assigned

Qualifications

• High school graduate, College degree preferred; or equivalent experience
• 2 years’ experience in customer service preferred
• 1 year auto finance experience preferred
• Minimum 12 month’s experience as a CS&R Representative
• Must be meeting performance expectations in current role.
• Candidates must successfully pass the CSR2 assessment to be considered for an interview.
• Must currently be in a Representative/Advisor 2 role or above
• Commitment to excellence - quality driven.
• Customer service oriented/Connectedness - Empathetic to customer problem/ issue/ situation‐ Strong human connection with the customer.
• Proficient written and verbal communication skills. - Writing, Speaking, Listening, Interpretation, Clarification.
• Critical Thinking‐ Problem solving. Understanding of complex issues. Big picture understanding. - Creative thinking.
• Adaptability‐ Open and comfortable with continuous change. Demonstrates flexibility. -Demonstrates an open mind to new approaches. Shows tolerance and patience to work through ambiguity.
• Focus ‐ Ability to concentrate. Attentiveness to work. Ability to avoid distraction in a noisy work environment. Works efficiently. Accomplishes work without unnecessary delays.
• Learning Agility‐