Job Title: Customer Service Representative (100% remote)
Location: Gig Harbor WA (Remote)
Company: Orion First
OUR COMPANY
Committed to the growth of our clients, Orion First appreciates the importance of its own team development. Orion’s culture is built around empowering each employee to channel their drive and exercise his or her own judgment, care, and leadership. Our employees are continually leading our industry forward through active roles throughout the industry association's various councils and committees. We work hard to provide motivated and talented individuals an opportunity to achieve their career goals. We cultivate employees who express an earnest desire to learn and grow within the organization, filling new roles as they gain experience. We are always seeking to connect with driven individuals, because we know our growth and success is the result of talented, focused, and persistent hard work.
OUR BENEFITS
In addition to a salary that is competitive for both the industry and the region, Orion First offers the following benefits and perquisites:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Time Off
- Retirement
- WFH Benefit
- And More!
JOB SUMMARY
Do you enjoy providing world-class customer service to offer your clients the best possible experience? Can you multi-task in a fast-paced and competitive environment? Can you work together with other members of a team to achieve a group goal? Are you passionate about the customer experience and the customer journey? If so, let’s talk because Orion First is adding a Customer Service Representative to their team! *This is a remote, work-from-home position in which you will interface with customers, clients, and coworkers of Orion daily, executing production goals in daily actions, email responses, phone call resolution, and ticket response based on company-provided knowledge and the support of your peer group. Customized reports, documentation, reconciliation, and confirmation of processes being completed will also be part of this role.
REPORTS TO:
AVP of Customer Service and VP of Customer Service.
KEY RESPONSIBILITIES
- Customer and Client Interaction and Support:
- Provide exceptional customer and client service to ensure high levels of satisfaction.
- Respond to customer and client inquiries via phone, email, and other communication channels promptly and professionally.
- Payment Processing:
- Handle customer payments over the phone, ensuring accuracy and compliance with company policies.
- Assist customers and clients with setting up payment plans and resolving payment-related issues.
- Documentation Management:
- Provide customers and clients with necessary documentation, including account statements and invoices, and other requested information.
- Process customer and client modifications and update account information as needed.
- Refunds and Adjustments:
- Handle customer and client refund requests, ensuring prompt and accurate processing.
- Manage extensions and re-write documentation, ensuring all necessary approvals and documentation are in place.
- Account Maintenance:
- Conduct account ratings and reviews to ensure accuracy and compliance with company standards.
- Work closely with the accounting and booking departments to resolve account discrepancies and issues.
- Insurance Tracking:
- Collaborate with a third-party insurance tracking provider to ensure customer and client accounts are up to date and compliant with insurance requirements.
- Assist customers and clients with insurance-related inquiries and documentation.
- Customer Portal Assistance:
- Assist customers with accessing and navigating the customer portal.
- Provide support and guidance on utilizing the portal’s features and resolving any technical issues.
- Customer and Client Relationship Management:
- Build and maintain positive relationships with customers and clients by providing attentive and personalized service.
- Proactively identify opportunities to improve customer and client satisfaction and retention.
- Compliance and Reporting:
- Ensure all customer and client interactions and transactions comply with company policies, procedures, and regulatory requirements.
- Prepare and maintain accurate records of customer and client interactions, transactions, and account updates.
- Team Collaboration:
- Work closely with other customer service agents and departments to ensure seamless service delivery.
- Participate in team meetings, training sessions, and performance reviews to continuously improve service quality.
- Additional Responsibilities:
- Perform other duties assigned by the supervisor or management to support the customer service department's overall goals.
REQUIRED QUALIFICATIONS
- At least 3 years of experience as a Customer Service Agent or Account Manager in the financial services banking or related industry.
- Associates degree in business, communications, or social science.
- Regular attendance, schedule adherence, and openness to work overtime if offered.
- Ability to work with management on adjustment of schedule based on business needs.
- Proficient in Microsoft Office, including Excel, Word, Outlook, and Adobe
- Proficient in Salesforce
- Experienced in Dialpad
- Superior communication skills – both written and verbal, especially regarding email etiquette
- Detail-oriented and organized with a proven ability to prioritize work effectively, or if given a specific directive.
- Enthusiasm and positive energy, support for your teammates
- Compatibility with “on-the-job training” or “training by committee” by various existing Customer Service staff, as opposed to a stand-alone training program.
- Ability to multi-task between inbound calls, email responses, customer service tickets, and administrative duties/reports.
DESIRED QUALIFICATIONS
- At least 5 years of experience in customer service or relevant field
- Bachelor's degree in business, communications, or social science.
- Knowledge of the Equipment Loan / Leasing Finance industry is preferable, but not required.
- Bilingual Spanish is preferable, but not required.
