Bilingual Customer Care Representative

JM&A Group; Mobile (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Southeast Toyota Finance, a JM Family Enterprises subsidiary, seeks Bilingual Customer Care Representatives to provide high-quality, phone-based support in a fast-paced call center. You will handle inbound calls, resolve account inquiries, and maintain accurate information across multiple systems.

Candidates must be bilingual (Spanish and English) and demonstrate strong communication, attention to detail, and the ability to work independently in a metrics-driven environment.

Qualifications

• Clear, confident, and professional verbal and written communication skills.
• Proficiency with PC applications, including data entry and navigating multiple systems and dual screens.
• Ability to work effectively in a high-volume, metrics-driven customer service environment.
• Strong attention to detail and accuracy, particularly when handling financial information.
• Ability to multitask, manage time effectively, and work independently.
• Prior customer service experience preferred.
• Knowledge of retail or lease auto finance is a plus.
• Bilingual proficiency in Spanish and English REQUIRED.

Responsibilities

• Handle inbound customer calls using a dialer system to address account questions and service needs.
• Clearly and accurately explain auto finance information to customers in a professional manner.
• Research, resolve, and document customer inquiries and issues using internal systems.
• Accurately calculate and communicate payoffs, extension fees, rewrites, and quotes.
• Prepare and send professional written correspondence when required.
• Navigate multiple systems and screens simultaneously to support efficient call handling.
• Meet established quality, productivity, and compliance standards.
• Demonstrate sound judgment, empathy, and professionalism in all customer interactions.

Skills

Bilingual (Spanish & English)

Clear communication

PC proficiency

High-volume environment

Attention to detail

Multitasking

Customer service experience

Finance knowledge (retail/auto)

Job description

Southeast Toyota Finance, a subsidiary of JM Family Enterprises, is seeking Bilingual Customer Care Representatives to provide high-quality, phone-based support to customers. This role is responsible for handling inbound calls, resolving account-related inquiries, and delivering a professional and positive customer experience in a fast-paced, high-volume contact center environment. Successful candidates are clear communicators who can navigate multiple systems while maintaining accuracy and compliance.

Key Responsibilities

• Handle inbound customer calls using a dialer system to address account questions and service needs
• Clearly and accurately explain auto finance information to customers in a professional manner
• Research, resolve, and document customer inquiries and issues using internal systems
• Accurately calculate and communicate payoffs, extension fees, rewrites, and quotes
• Prepare and send professional written correspondence when required
• Navigate multiple systems and screens simultaneously to support efficient call handling
• Meet established quality, productivity, and compliance standards
• Demonstrate sound judgment, empathy, and professionalism in all customer interactions

Qualifications

• Clear, confident, and professional verbal and written communication skills
• Proficiency with PC applications, including data entry and navigating multiple systems and dual screens
• Ability to work effectively in a high-volume, metrics-driven customer service environment
• Strong attention to detail and accuracy, particularly when handling financial information
• Ability to multitask, manage time effectively, and work independently
• Prior customer service experience preferred
• Knowledge of retail or lease auto finance is a plus
• Bilingual proficiency in Spanish and English REQUIRED

#LI-KB1

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.

JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.

DISABILITY ACCOMMODATIONS

If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family's Talent Acquisition department at [e-mail] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.