Position Title: Customer Service Representative
Duration: 5 months
Location: Tempe, AZ 85282 (Hybrid- 2 days in office, 3 days remote; Mon and Wed in office)
Hours of Operation: 7:30- 4 PM (30-minute nonpaid lunch and two 15-minute breaks)

Job Description:

• Provides accurate and timely information/service for client products and services.
• Supports the delivery of the desired customer experience in alignment with overall business objectives.
• Ensures client problem resolution is prompt and effective and enhancement opportunities are identified and closed or referred during client interactions.
• Works collaboratively through various channels to meet client service needs.
• Addresses customer services requests/issues according to established parameters.
• Follows documented policies and procedures. Escalates as required.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Builds effective relationships with internal/external stakeholders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation, and sustainment of initiatives.
• Provides input into the planning and implementation of operational programs.
• Coaches more junior employees, as required.
• Tracks collection of client service fees.
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Executes work to deliver timely, accurate, and efficient service.
• Organizes work information to ensure accuracy and completeness.
• Supports the development and promotion of a business/group program.
• Supports the development of tools and delivery of training focused on delivering business results.
• Makes recommendations to improve processes and systems.
• Actively listens to clients' questions/concerns and diagnoses service needs to resolve requests in a timely manner. Engages cross-functional representatives or groups as appropriate.
• Serves as an advocate for individual clients escalating issues for resolution as necessary.
• Develops an in-depth understanding of products and services and provides relevant information to clients.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Focus may be on a business/group.
• Thinks creatively and proposes new solutions.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works mostly independently.
• Broader work or accountabilities may be assigned as needed.

The contractor will be assisting with the Customer Care Team Primary role will be the following:

• We are part of the Lease/Loan service team.
• The person will be taking calls on our Pay by Phone Service line.
• Provide payment information, Account Balance, and Term information.
• Update Billing Addresses, Asset Location.
• Provide Amortization Schedules.

Must Have Requirements:

• 1-2 years of previous customer service experience - preferably in a call center/banking.
• Basic lending and banking knowledge.
• Microsoft Office experience.

Skills:

• Specialized knowledge from education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem-solving skills - In-depth.
• Influence skills - In-depth.

Nice To Haves:

• Previous top 5 banking.

Education:

• High School Diploma.

 

About Us: SPECTRAFORCE is one of the fastest-growing workforce solutions firms in the United States. As a diversity-owned business, we place human connection at the heart of everything we do, building strong relationships with both clients and candidates to fill roles successfully. Our teams in North and Central America and India serve more than 150 Fortune clients globally, leveraging custom AI technology to provide direct hire, executive search, nearshoring, offshoring, and project staffing solutions.
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $19.20/hr.