Sr. Customer Care Associate (Bilingual English/French)

Sr. Customer Care Associate (Bilingual English/French) — FH

Position Summary

The Sr. Customer Care Associate will be responsible for providing exceptional customer service experience by efficiently answering phone calls, emails, and escalation cases for all Hyundai, Kia and Genesis brands. The associate in this expanded role will be responsible for meeting the department SLAs while ensuring the team members are able to meet theirs. Also, the associate will facilitate ad‑hoc coaching and training to other customer care associates. In addition, the associate will support the Manager, Customer Care with various assigned tasks. The Associate will work the rotating shifts between the hours of 8:30 am to 8 pm EST.

Duties & Responsibilities

• Answer incoming calls and emails regarding lease and loan accounts efficiently and update the servicing system with detailed and clear notes after each call.
• Identify customer's questions, concerns...