Bi-lingual GAP Customer Service Rep.

Total Warranty Services is seeking a Bi-lingual GAP Customer Service Representative to coordinate all GAP related activities including handling incoming phone calls. This role involves maintaining documentation, assisting team members with special projects, and ensuring positive customer relationships.

Responsibilities:

• Field incoming calls to open and process new GAP files according to company policy and procedures
• Field phone calls from lenders, customers, and client dealerships
• Maintain and prepare documentation for processing of GAP files for recordkeeping purposes
• Maintain positive customer relationships through a courteous and professional demeanor
• Accurately identify, index, and record receipt of documents
• Provide customers, lenders, and other partners the status of GAP files
• Ensure consumers understand the GAP process and required documentation
• Draft written correspondence related to GAP requests
• Consistent follow-through and ability and flexibility to multi-task and effectively balance priorities and meet tight deadlines
• Special projects as assigned by immediate supervisor

Requirements:

• High School diploma or GED
• Ability to adapt to a constantly changing, fast paced environment
• Strong conflict resolution skills
• Must be able to type 20 words per minute accurately
• Ability to effectively present information and respond to questions
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skill
• Excellent Microsoft Office (Excel, Word, Power Point, Outlook)
• Bilingual in Spanish/English preferred
• 2 years' experience in a call center, automotive industry preferred