Call Centers, Communication Skills, Customer Experience, Customer Relations, Customer Support/Service, Data Entry, Detail Oriented, Editing, English Language, Finance, Maintain Compliance, Metrics, Multilingual, Multitasking, Presentation/Verbal Skills, Regulatory Compliance, Resolve Customer Issues, Retail Leasing, Spanish Language, Time Management, Writing Skills
Bilingual Customer Care Representative
Southeast Toyota Finance, a subsidiary of JM Family Enterprises, is seeking Bilingual Customer Care Representatives to provide high-quality, phone-based support to customers. This role is responsible for handling inbound calls, resolving account-related inquiries, and delivering a professional and positive customer experience in a fast-paced, high-volume contact center environment. Successful candidates are clear communicators who can navigate multiple systems while maintaining accuracy and compliance.
Key Responsibilities
- Handle inbound customer calls using a dialer system to address account questions and service needs
- Clearly and accurately explain auto finance information to customers in a professional manner
- Research, resolve, and document customer inquiries and issues using internal systems
- Accurately calculate and communicate payoffs, extension fees, rewrites, and quotes
- Prepare and send professional written correspondence when required
- Navigate multiple systems and screens simultaneously to support efficient call handling
- Meet established quality, productivity, and compliance standards
- Demonstrate sound judgment, empathy, and professionalism in all customer interactions
Qualifications
- Clear, confident, and professional verbal and written communication skills
- Proficiency with PC applications, including data entry and navigating multiple systems and dual screens
- Ability to work effectively in a high-volume, metrics-driven customer service environment
- Strong attention to detail and accuracy, particularly when handling financial information
- Ability to multitask, manage time effectively, and work independently
- Prior customer service experience preferred
- Knowledge of retail or lease auto finance is a plus
- Bilingual proficiency in Spanish and English REQUIRED