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Inbound Customer Service Representative at Ford Credit

Inbound Customer Service Representative

Ford Credit Omaha, NE Full-Time
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Job Description

The Ford Credit Omaha Customer Service Center is looking for customer service representatives who will be responsible for taking inbound customer phone calls from Ford Credit customers, dealers, insurance companies, or other third parties while maintaining high levels of customer satisfaction. Representatives will navigate multiple systems in order to resolve many and varied phone calls related to vehicle financing or leasing. The primary focus of a Customer Service Representative is first call resolution as well as the following:

  • Responsible for providing a positive customer experience while appropriately handling routine inbound calls including but not limited to address changes, payment extensions and due date changes
  • Provide customer support for all call type inquiries
  • Research, explain, and correct required items such as misapplied payments or payoffs and balance disputes
  • Discuss past due accounts with customers and obtain acceptable arrangements to get the account up to date
  • Utilize online knowledge base application to assist with call handling and decision making as agents are empowered to resolve customer needs independently
  • Explain process requirements and obtain required information
  • Must be flexible to work any shift during center’s hours of operation. Current hours of operation (CST) for this position are: Monday – Friday ( 7 AM - 8 PM ) and on Saturday (7 AM-5 PM). Up to one hour lunch and two 15-minute breaks are provided. Regular fixed daily shifts start between 7 AM and 10 AM and include one late shift per week with rotating Saturdays (typically one every 4 weeks; however, frequency of Saturday shifts and overtime are based on business needs).
  • Must be able to work from home with reliable internet connectivity. Applicants need to be willing to fulfill employment obligations in a work from home environment and have reliable, high-speed internet connectivity and a quiet space to work at home. Applicants may work in the office or at home depending on business needs.
  • You must live within 50 miles of the center.

Benefits of the Job and Organization:

  • Ford Credit is a solely owned subsidiary of The Ford Motor Company, a leader in the automotive industry, that can offer you an environment where you can contribute, perform, and be rewarded
  • Ford Credit can provide career development as well as advancement opportunities within customer services and into other departments including, but not limited to, Customer Relations, Quality Assurance, and Centralized Call Management.
  • Medical, dental, vision, life insurance, flexible spending accounts, Health-Savings Accounts
  • 401-K plan with a company match
  • College tuition assistance for those who qualify
  • Paid Quarterly bonus plan based on performance
  • Paid vacation and holidays
  • The job is one you can leave at the office (no requirements on your time or efforts outside the office)
  • Initial compensation may vary based on education, work experience, and bilingual capabilities
  • Pay increases are based on job performance and contribution
  • Ford Credit strives to be flexible with its employees
  • Ability to excel in a fast paced and structured atmosphere
  • Provides the opportunity to work in a team based environment

Qualifications:

  • Must have a HS Diploma/ GED
  • Must be fluent in English
  • Must be willing to complete a basic call center/customer service assessment within 24 hours if you are selected to move forward
  • Must have reliable transportation to and from work
  • Must be flexible and work shifts stated in the job description
  • Must be able to work a 40 hour work week plus overtime
  • Must have capability to work from home with a quiet office space and reliable high-speed internet connectivity

When you join Ford Motor Credit Company, your journey begins. You become part of a team that is already leading the way, with ingenious solutions and attainable products – and it is always ready to go further. At the Omaha Customer Service Center, you will have the opportunity to develop automotive financing experience in a positive work environment with a network of experienced leaders who will help your development into various positions within Ford Credit.

Ford Credit values diversity and inclusion in all that we do.  It is important that we embed our Diversity and Inclusion strategies into every part of our company to leverage our innovative workforce, compete in the marketplace and serve the community. Diversity and Inclusion is a collaborative effort across our entire enterprise. We offer two employee resources groups in Omaha, Ford African American Network and Ford Hispanic Network.  We also offer employees opportunities to take part in Diversity and Inclusion events on a regular basis.

It is Ford’s commitment to attract, develop and retain a diverse workforce.  

**Preferred consideration will be given to those with financial services experience**

General Comments

Candidate must be willing to take a Customer Service Assessment within 24 to 48 hours if sent one to be considered further for this position. Candidate will not be able to move forward in the interview process if selected without taking the assessment. 

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Job ID: 55263

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