Customer Care Advocate/ Bilingual - Spanish & English
About the position Overview Who we are Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow. with us. An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment. To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time. Who we’re looking for Toyota’s Experience Center Central Customer Care Team is looking for a passionate and highly motivated Customer Care Advocate. The Customer Care Team ensures all customer requests in which live support is required, are addressed in a personalized and proactive matter. The team responds to inbound communications from customers, dealers, and third parties, generated through multiple channels across the TFS, LFS, and Private Label portfolios, and takes the necessary steps to resolve the inquiry while delivering an exceptional experience. Customer Care Advocates are responsible for inbound and/or outbound communications from delinquent and non-delinquent customers, dealers, and third parties and will provide customer-oriented service and problem resolution in accordance with established guidelines, documenting all interactions with customers clearly and concisely and through designated communication channels. Center Operating Hours You must be available to work a shift between the hours of 8 am-5 pm. Training Training for this position will be from 8 am-5 pm Central time for 12 weeks starting on March 9th. The first 6 weeks will be virtual and the second 6 weeks will be in-office training. Pay/Benefits Competitive base salary as well as benefits effective day 1. Hybrid (Home/Onsite) work schedule following training based on meeting and maintaining performance expectations. Responsibilities • Accountable for accurate and timely handling of all aspects of customer inquiries, account maintenance, and transactions. • Respond to communications from customers, dealers, and third parties, primarily via telephone, with some e-mail and written correspondence. • Analyze account characteristics and work with customers to resolve their issues, while providing “best in class” customer service. • Follow engagement strategy to enhance customer satisfaction and build loyalty to the TFS/LFS and/or Private Label (MFS) brand. • Document all activities in a clear and concise manner utilizing the appropriate systems in accordance with established procedures. • Keep abreast of changes in policy and procedures to ensure compliance with high-risk processes. Requirements • HS Diploma or GED. • You must be bilingual ( Spanish & English) to be accepted for this role. • Focus one’s actions and decisions on timely and accurate responses to customers. • Listens actively and remains engaged. • Has excellent verbal communication and interpersonal skills. • Strong ability to apply lessons learned from past experiences and work through complex changes/situations in a consistently evolving work environment. • Must have customer service experience via phone or front facing customers Nice-to-haves • College degree or equivalent work experience preferred. • Experience working in a contact center (call center). Benefits • Competitive base salary as well as benefits effective day 1. • Hybrid (Home/Onsite) work schedule following training based on meeting and maintaining performance expectations. • A work environment built on teamwork, flexibility and respect • Professional growth and development programs to help advance your career, as well as tuition reimbursement • Team Member Vehicle Purchase Discount • Toyota Team Member Lease Vehicle Program (if applicable) • Comprehensive health care and wellness plans for your entire family • Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute • Paid holidays and paid time off • Referral services related to prenatal services, adoption, childcare, schools and more • Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA) • Relocation assistance (if applicable Apply tot his job