Centralized Servicing Representative I

Dormont Manufacturing Co; Gilbert (AZ); On-site; USD 35,000 - 45,000; Full time

Job summary

Dormont Manufacturing Co is seeking a Centralized Servicing Representative I in Gilbert, Arizona. The representative will provide essential support to various operations and is responsible for managing customer inquiries and complaints through our toll-free line and mobile app.

Ideal candidates should have a High School Diploma or GED, along with 0 - 2 years of customer service experience. This role offers competitive compensation and potential for quarterly incentive bonuses based on performance.

Qualifications

• 0 - 2 years customer service or related experience required.
• Strong problem solving and analytical skills needed.
• Proficient in Microsoft Windows, Excel, and Word applications.

Responsibilities

• Handle customer inquiries and concerns through the company's toll-free line.
• Provide support for the company's Mobile App and troubleshoot issues.
• Enter customer complaints and credit disputes into the software.

Skills

Customer service

Analytical skills

Communication skills

Detail oriented

Education

High School Diploma or GED

Tools

Microsoft Windows

Excel

Word Applications

Job description

Summary

The Centralized Servicing Representative I is responsible for providing support to branch and centralized operations, handling a variety of functions.

Major Duties / Responsibilities

• Operates the company’s Customer Service Toll-Free line; handling inquiries and concerns, asking for clarification to deal with each inquiry or concern promptly, and accurately to resolve customer questions, or transferring callers to appropriate parties for assistance.
• Provides entry-level support for the company’s Mobile App; assisting customers by troubleshooting registration issues, login issues, and password resets, escalating more complex issues to the appropriate team members.
• Responsible for entering all customer complaints, and credit disputes received via telephone, email, or mail, utilizing our complaint management software.
• Processing all returned mail, returned check letters, credit verification letters, or any other correspondence received.
• Proper handling of processing paid out contracts, and releasing liens in a timely manner, according to state law and company guidelines.
• Efficiently and accurately handles system related “help desk” tickets.
• Accurately posts all centralized payment handling; including but not limited to mail, electronic, repo payments, credit insurance, bankrupt trustee payments, and garnishment payments.
• Preparing daily banking deposit, balancing cash drawers each day, and other cashier related duties.
• Manages risk relative to position.
• All other duties assigned by Management.

Basic Qualifications

• High School Diploma or GED from accredited institution.
• 0 - 2 years customer service or related experience.
• Detail oriented and ability to multi-task.
• Excellent analytical and problem solving skills.
• Excellent communication and customer service skills.
• Ability to empathize with customers and remain calm and composed in difficult situations.
• Proficient working knowledge of Microsoft Windows, Excel and Word Applications.
• Ability to work with minimum supervision.
• May require lifting of materials up to 15 lbs.
• Ability to work flexible hours, including evenings and weekends, as required.

Compensation

• The salary range for this position is competitive based on the job duties as well as the specific Knowledge, Skills, Abilities and Experience of the selected candidate.
• This position is eligible for Quarterly Incentive compensation based on individual and company performance guidelines.

Working Conditions

• Call Center – Office Hybrid