Federal Way, WA4 days ago
Serve as the primary point of contact for customers, vendors, brokers, and internal teams, managing inbound calls and written communications professionally and efficiently + Resolve customer issues by analyzing information, troubleshooting, and coordinating across departments and external partners + Provide support on lease-related inquiries including buyouts, invoicing, billing, taxes, contract changes, and payment history requests + Handle escalations and de-escalate complex customer situations while adhering to SLAs and company policies + Process account and document-related tasks such as contract adjustments, invoices, automatic payments, and lease assumptions + Prepare and distribute customer documentation and maintain accurate records in company systems + Utilize internal tools and systems to complete daily responsibilities with accuracy and efficiency + Maintain clear, detailed notes and documentation in customer databases + Collaborate cross-functionally to support customer needs and ensure seamless service delivery + Communicate effectively with leadership on issues that may impact customers or the business + Ensure confidentiality of all customer and company information + Follow all company policies, procedures, and regulatory requirements + Provide exceptional customer service and contribute positively to team culture and organizational goals **About You:** + 2+ years of customer service or call center experience in a high-volume, multi-channel environment + 1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs/policies + Experience in equipment, consumer, or commercial leasing operations (buyouts, assumptions, assignments, etc.) is a plus + High school diploma or equivalent required + Strong verbal and written communication skills + Active listener with a customer-first mindset + Demonstrated empathy, patience, and professionalism in customer interactions + Strong problem-solving and critical thinking skills + Ability to de-escalate challenging situations confidently + Highly organized with strong attention to detail + Effective time management and ability to multitask in a fast-paced environment + Positive attitude with a strong sense of ownership and initiative The pay range for this role is $18.00 to $24.00. **About the Role:** The Customer Support Representative I (CSR I) is responsible for professionally managing incoming calls and written communications, ensuring customer inquiries are handled promptly, accurately, and in alignment with established guidelines.