The Position:
The Customer Service Specialist serves as a primary point of contact for customers, vendors, and lease representatives throughout the life of an equipment finance contract. This role is responsible for resolving customer inquiries, processing account-related requests, and delivering exceptional service across multiple communication channels, including phone, email, and internal systems.
The ideal candidate is customer-focused, detail-oriented, and capable of managing a high volume of requests in a fast-paced environment. Success in this role is measured by customer satisfaction, response times, inquiry resolution, call handling efficiency, and adherence to departmental service standards.
Empowerment:
The individual in this role is empowered to take ownership of customer inquiries and account requests from initial contact through resolution. This position is trusted to make informed decisions within established guidelines while collaborating with internal departments to deliver a positive customer experience.
We Offer A Full Benefits Package For Eligible Employees Including:
- Medical, Dental, and Vision Insurance
- Life (Voluntary and Employer Paid) and Disability Insurance
- 401(K) with company match beginning with your first contribution.
- HSA and/or FSA, (as applicable)
- Paid Time Off, Sick Time, and Company Paid Holidays
- Employee Car Discount Program
Key Responsibilities1. Customer Service & Account Support
- Serve as a primary contact for customer, vendor, and lease representative inquiries.
- Respond to questions regarding account activity, contract terms, payments, payoffs, and account maintenance.
- Research and resolve customer concerns while providing timely, professional communication.
- Maintain service standards related to response times, customer satisfaction, and inquiry resolution.
2. Payment Processing & Account Maintenance
- Accept and process customer payments received by phone.
- Manage Pre-Authorized Check (PAC) enrollment, updates, and cancellations.
- Assist customers with payment-related questions and account servicing requests.
- Document account activity and customer interactions accurately.
3. Payoffs & Documentation
- Prepare and provide payoff quotes, including customer buyout, market-to-sell, bookkeeping, rewrite, modification, and assignment payoffs.
- Fulfill customer requests for account documentation, including amortization schedules, reconciliation documents, tax forms, and contract copies.
- Ensure all information provided is accurate and delivered within established service standards.
4. System Documentation & Administrative Support
- Maintain accurate customer records and account notes within Salesforce and other internal systems.
- Upload and organize account documentation according to company standards.
- Assist with administrative tasks and special projects as assigned.
5. Cross-Functional Collaboration
- Provide backup support for Reception as needed.
- Partner with Sales, Insurance, Titles, Accounting, Funding, and other departments to resolve customer requests.
- Participate in process improvement initiatives and contribute to operational efficiency.
