Overview

JM&A Group is one of the largest independent providers of finance and insurance (F&I) products in the automotive industry. For over 40 years, the company has helped automobile dealers achieve unsurpassed levels of performance. JM&A Group provides more than 3,800 dealerships with a variety of products and services, such as new and used vehicle protection plans, pre-paid maintenance plans and GAP protection programs. Among JM&A Group's competitive advantages is its robust training and consulting services for F&I professionals, and the company is actively evolving to meet consumer preferences to remain a market leader and a partner of choice.

Job Description

The Tier1/FST Customer Service Representative (CSR) answers inbound calls to provide courteous and accurate responses to primary support inquiries from JM&A dealers, Field Sales Representatives, and product contract holders. This position is responsible for deepening the relationships we have with both internal and external customers. Additionally, the CSR role will effectively support all general JM&A inquiries that include but are not limited to contract administration, dealer portal support and forms/supply orders.

The ideal candidate has 2+ years of experience in providing a white glove level of customer service. They are personable, have a strong customer focus, enjoy teamwork, and are resourceful and innovative in problem resolution. The associate in this position must communicate effectively, follow the documented processes, and constantly improvise to satisfy our customer needs.

When accomplishing their daily tasks, the Customer Service Representative needs to work closely with teammates and other departments to obtain information and/or troubleshoot unusual requests.

What Your Day Will Look Like:

1. Assist with the distribution of monthly incentive and program payments, processing reports, and other responsibilities needed to support our Field Sales team.
2. Answer field representative, dealership, customer, and lender inquiries.
3. Apply knowledge of organization, products and related services and policies to provide a variety of customer services through email and telephone.
4. Provide individualized customer service of a high-standard professional level.
5. Resolve customer questions, complaints, and requests, frequently involving some contract interpretation.

#LI-DR1 #LI-REMOTE

Job Requirements

• High school diploma or equivalent.
• Highly motivated and positive team player that can work remotely.
• Must have 2+ yrs of customer service experience within an Omni channel contact center
• Strong interpersonal skills; understand and manage yours and the customers emotions, identify and solve problems, and work to find mutually agreeable solutions
• Must possess superior verbal, written and active listening communication skills
• Critical thinking and problem solving necessary to handle high demand, high pressure situations with customers
• Ability to multi-task including the ability to navigate multiple screens and systems during calls. This includes strong data entry/typing skills and experience using Microsoft Office.
• Ability to manage priorities in a fast-paced environment.
• Provide technical support to auto dealers for portal access and trouble shooting.
• Bilingual (English/Spanish) a plus
• Excellent verbal, written, and interpersonal communication skills with the ability to effectively interact with various departments and Associates (up to and including Senior Management)
• A basic understanding of JM&A's products and systems, as well as the overall value proposition we provide to our dealer clients, is a plus.
• Experience using tools such as Cognos, SalesForce, Beqom and/or Excel to generate and provide accurate reports upon request.
• Technology savvy and demonstrate an ability to quickly learn various systems