Support Service Specialist

SUMMARY: Provide customer support services to client accounts. Meet established performance goals and deadlines in ways that comply with company and client service level agreements.

ESSENTIAL RESPONSIBILITIES:

• Maintain accurate electronic records within established systems and processes for each account.
• Communicate with clients and agent networks regarding specific account information, account assignments and actions in order to effectively execute the repossession process.
• Perform necessary follow-up functions to meet client requirements.
• Process documentation and prepare reports as necessary to support account and client requirements.
• Resolve account issues as needed and communicate issues and concerns regarding account activity to supervisor and management.
• Assign agent pending location of unit.
• Contact impound location and obtain information on unit.
• Manage all necessary information pertaining to the impound unit.
• Request fee approvals and paperwork from clients.
• Contact agents and coordinate secure schedule dates.
• Process check requests for agents for impound fees.
• Create Fed Ex labels as needed for cashiers checks and or for accounting.
• Complete impound packet for electronic filing.
• Enter fees and information into account for billing department.
• Follow up on scheduled /secured units.
• Provide direct attention to any situation that may arise in the process of securing the unit. (Lien sale / Charge off dates).
• Manage and update impound log of all scheduled units to be secured.
• Adhere to company policies and procedures.
• Perform special projects as requested.
• Assume additional duties as needed.

COMPETENCIES:

• Excellent verbal and written communication.
• Strong customer service skills including active listening.
• Extensive data entry management.
• Organizational skills; sense of urgency and strong attention to detail.
• Computer skills (Word, Excel, Outlook).
• Able to meet requirements with minimal oversight and direction.
• Strong business acumen.
• Consultation.
• Critical Evaluation.
• Global & Cultural Awareness.
• Relationship Management.
• Ethical Practice.

Required Education and Experience: Roles at this level typically do not require a university/college degree but do require a high school diploma or GED and a minimum of 3 or more years of related experience.

Work Environment: Training provided on-site at the Akron office location. After successful completion of training, work will be performed remotely or in the office setting as needed.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Experience level:

• 3 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Application Question(s):

• Are you available to train and work as needed at the Akron, Ohio office location?

Experience:

• Outbound call, dispatch, logistic: 3 years (Required)

Work Location: Hybrid remote in Akron, OH 44311

Salary : $16 - $18