Description:

Provides customers & channel partners with information in response to the most complex situations; references multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff.

DUTIES: Researches, analyzes, and responds to customer & channel inquiries of a complex nature. and assists less experienced staff with complex customer issues. Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals. Contacts customers to resolve outstanding customer service issues. Assists supervisors in the continuous improvement of the customer service delivery process. Conducts customer service training for entry level staff. Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.

Our preferred description to use for this position:

As a Service Representative in the Contact Center for client Financial (JDF), you will be researching and resolving inquiries received via inbound calls from customers and channel partners (dealers, merchants, and sponsors) on a variety of finance products to achieve service level. In this position, you will also:

• Document customer and channel interactions and enter descriptive information online in order to provide history and track issue resolution
• Onboard/train new merchants and proactively offer services, solutions, and training to existing customers and channel partners
• Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
• Troubleshoot and assist customers and channel partners on JDF websites, systems, and transaction processing
• Track trends and identify streamlined processes for customer, channel, and product concerns and inform/provide feedback to appropriate departments or units

POSITION HOURS: The selected candidate will be assigned 40 hours a week between the hours of 7 a.m. to 6 p.m. CST Monday-Friday and 8 a.m. to 12 p.m. CST Saturday. Some Saturdays and holidays will be required. Upon completion of training, the assigned hours for this position may vary based on business needs and will be discussed further in the interview process. Training hours for this position are planned for Monday-Friday 8:00 a.m. to 4:30 p.m. CST, but will be discussed further in the interview process. We are looking for this position to be a flexible resource to assist us during our high call volume time periods in the week and ask that candidates would be available to work any hours assigned between 7:00-6:00 Monday-Friday (CT).

Option 1) This position is a full-time, work-from-home position. Training and meetings will also be completed remotely. Examples of assigned shift hours for consideration:

1. 8-hour shifts Monday-Friday
2. 10-hour shift Monday, 10-hour shift Tuesday, 8-hour shift Wednesday, 4-hr shift Thursday, 8-hour shift Friday
3. 10-hour shift Monday, 10-hour shift Tuesday, 8-hour shift Wednesday, 8-hour shift either Thursday/Friday, 4-hour shift Saturday

Option 2) This position is part time and is a work-from-home position. Training and meetings will also be done remotely. Examples of assigned shift hours for consideration:

1. 4-hour shift Monday-Friday 8:30-12:30
2. 4-hour shift Monday-Friday and cover hours specifically 8:00-10:00 and 4:00-6:00 (or other variation of a split shift)
3. 4-hour shift Monday, Tuesday, Wednesday, Friday, and Saturday
4. 8-hour shift Monday and Tuesday, 4-hour shift either Wednesday/Friday/Saturday
5. 8-hour shift Monday, 4-hour shift Tuesday, and 2-4 hour shifts either Wednesday/Friday/Saturday

Skills Needed

Experience working in a call queue environment

Experience using multiple computer resources to independently gather appropriate information, research, and resolve customer issues

Strong attention to detail, with experience adjusting to shifting priorities and continuous change in a fast-paced work environment

Experience with technical online troubleshooting, such as registering, logging in, navigating customer accounts, etc.

Experience working in a team environment (remote or on-site), with the ability to communicate effectively and manage personal accountability to complete work

A growth mindset, with the ability to learn new information and computer systems/programs quickly

If working remote, a private in-home workspace and personal ethernet cord are required, along with stable, high-speed internet

What Makes The Candidate Stand Out

Customer service experience in a financial environment

Experience being proactive on customer calls to educate and/or offer solutions

Experience with Agriculture, Consumer, or Construction/Forestry products and services

Experience identifying a work process/procedure to improve and being part of the implementation

Seasonal/Strictly Contract role:

Please note currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within client and can monitor for positions through the client careers page.

Note: Position may be flexed to other areas within client Financial that utilizes contingent staff as business needs arise.

Please submit completed questionnaire with candidate submit. (attached)