Customer service job

JM&A Groupis one of the largest independent providers of finance and insurance (F&I) products in the automotive industry. For nearly 40 years, the company has helped automobile dealers achieve unsurpassed levels of performance. JM&A Group provides more than 3,800 dealerships with a variety of products and services, such as new and used vehicle protection plans, pre-paid maintenance plans and GAP protection programs. Among JM&A Groups competitive advantages is its robust training and consulting services for F&I professionals, and the company is actively evolving to meet consumer preferences to remain a market leader and a partner of choice.

JM&A Group is in search of a Sr. Customer Service Rep,responsiblities include but are not limited to:

• Answering customer, lender, and insurance company inquiries
• Provide courteous and accurate responses
• Ability to clearly explain the terms of the GAP waiver
• Provide a thorough and understandable explanation of contract provision and breakdown of the decision
• Ability to clearly explain the breakdown of a GAP waiver amount
• Applies knowledge of organization, products and related services and policies to provide a variety of customer services through email and telephone
• Provide individualized customer service of a high-standard professional level
• Resolves customer questions, complaints, and requests, frequently involving some contract interpretation
• Communicate effectively, follow documented processes, and constantly improvise to satisfy our customer needs
• Strong customer focus, enjoys teamwork, and is resourceful and innovative in problem resolution

• Highly motivated and positive team player
• Superior verbal and written communication skills
• Customer behavior understanding and problem resolution skills
• Strong interpersonal skills necessary to handle high demand, high pressure situations with customers
• Ability to multi-task including the ability to navigate multiple screens and systems during calls
• 1-2 years of technical customer service experience or 2-3 years of general customer service experience in a call center environment required
• Comfortable with changes in technology
• Strong data entry/typing skills and experience using Microsoft Office applications
• Bilingual (English/Spanish) a plus
• High school diploma or equivalent required