Customer Service Representative

Customer Service Representative - Tampa#RemoteWe are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world together. At Ford, we’re all a part of something bigger than ourselves. What will you make today?The Ford Motor Credit Company team helps put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships, we provide financing, personalized service and professional expertise to five thousand dealers and more than four million customers in over one hundred countries around the world.In this positionAt Ford Credit, we believe that every customer deserves an exceptional automotive financing experience. Our employees are empowered customer advocates and auto-financing experts here to assist our customers through their auto-financing journeys. We aspire to make servicing a reason that customers choose to stay with Ford.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 Ford Credit, 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.We are looking for Customer Service Representatives 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 Representatives is to build customer relationships and brand advocates by servicing customers with honesty, expertise, and care.What you'll do

Provide a positive customer experience while appropriately handling routine inbound calls related to vehicle financing or leasing, including but not limited to payment extensions, due date changes, payment research, and support of self-services available online through Account Manager

Take ownership of each customer to transform customer experience in every moment to build lifetime relationships; Representatives are empowered to resolve customer needs independently and are expected to:

Utilize online knowledge base and navigate multiple applications to assist with call handling and decision making

Research, explain, and correct required items such as misapplied payments or payoffs and balance disputes

Clearly explain process requirements and obtain required information

Discuss past due accounts with customers and obtain acceptable arrangements to bring the account up to date

Possess workplace agility:

Remain knowledgeable and prepared for upcoming changes to processes and technology

Embrace and deliver on the Work from Home strategy by leveraging all resources to maintain expected productivity levels

Be prepared to engage and contribute positively in a collaborative, team-based environment

You'll have

HS Diploma/GED

Must live within 50 Miles of Tampa, FL

Fluent in English; Bilingual skills (Spanish) a plus

Must be comfortable with technology and leaning into change, as ongoing technology and process improvements are planned

Flexible and able to work shifts as stated in the job description

Able to work a 40-hour work week plus overtime when necessary

Capability to work from home, maintaining schedule adherence, with a quiet office space and reliable high-speed internet connectivity

Must be flexible to work any shift during CSC hours of operation. The current hours of operation for this position are

Monday – Friday 6:45 AM - 7:15 PM CST and Saturday 6:45 AM - 3:15 PM CST.

Up to one-hour lunch and two 15-minute breaks are provided.

Regular fixed daily shifts start between 6:45 AM CST and 11:45 AM CST and include one late shift per week with rotating Saturdays

Overtime (OT) requirements: The frequency of Saturday rotations may vary based on business needs.

For 2023, Saturday rotations include one 8-hour Saturday every 4 weeks plus one 4-hour Saturday every 8 weeks

Employees will be given advance notice (approx 30 days) of required weekday OT. Additional voluntary OT is also available based on business needs

Applicants must be willing to fulfill employment obligations in a work-from-home environment and have reliable, high-speed internet connectivity and a quiet space (minimal distractions or interruptions) from which to work at home.

You must live within reasonable commuting distance of the following metro areas: Tampa, FL Even better, you may haveYou may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including: Immediate medical, dental, and prescription drug coverage Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care and more Vehicle discount program for employees and family members, and management leases Tuition assistance Established and active employee resource groups Paid time off for individual and team community service A generous schedule of paid holidays, including the week between Christmas and New Year’s Day Paid time off and the option to purchase additional vacation time.For a detailed look at our benefits, click here:2023 Ford New Hire Benefits Summary (https://corporate.ford.com/content/dam/corporate/us/en-us/documents/careers/2023-benefits-and-comp-GSR-sal-plan-1.pdf)Visa sponsorship is not available for this position.Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.At Ford, the health and safety of our employees is our top priority. Vaccination has been proven to play a critical role in combating COVID-19. As a result, Ford has made the decision to require U.S. salaried employees to be fully vaccinated against COVID-19, unless employees require an accommodation for religious or medical reasons. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination or an approved medical or religious exemption.Requisition ID : 12643