Strategy Analyst responsible for shaping customer experience strategies and omnichannel ambitions at Coles. Collaborating across functions and providing insights to drive measurable outcomes.
About the role
- Customer Service Associate III providing subject matter expertise and assistance for Equipment Finance customers. Handling inquiries, resolving issues, and collaborating with internal departments as part of a high volume service team.
Responsibilities
- Answer inbound calls from Equipment Finance customers
- Obtain data from each caller to research and resolve issues relating to servicing issues including payment inquiries, account information and other service related matters
- Review and follow-up with resolutions regarding customer’s concern/question
- Step in as a tier II level support in more complex customer situations
- Serves as a subject matter expert for Huntington Equipment Finance sales colleagues
- Work closely with Equipment Finance’s internal departments including sales, tax, accounting and operations as well as 3rd party vendors to research and resolve customer issues
- Support around 4 to 5 colleagues for questions and escalations
- Oversee multiple segments within customer service
- Support more complex assignments
- Performs other duties as assigned
Requirements
- High School Diploma, or GED
- Minimum of 5 years of customer service experience, with minimum of 3 years call center experience
- Experience in equipment Finance and well versed with service cloud (sales force), EBPP, JIRA, Excel, and Outlook
- Must be able to handle multiple tasks simultaneously in a fast-paced environment
- Experienced in working with multiple computer systems and being able to toggle between systems/screens
- Ability to demonstrate professional verbal communication skills
- Must pronounce words clearly and use proper grammar
- Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material
Benefits
- health insurance coverage
- wellness program
- life and disability insurance
- retirement savings plan
- paid leave programs
- paid holidays
- paid time off (PTO)
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