Customer Service Representative

Additional Information

Specific responsibilities include, but are not limited to

• Provide superior customer satisfaction : Be able to deliver excellent customer experience with each customer contact
• Positively supports Company : Use professional judgement and positively supports Company products and initiatives with customers .
• Problem Solve & Analyze: Review account history to understand the customer’s financial situation and determine the most effective course of action to mitigate loss.
• Follow established procedures: Adhere to the Ford Credit's policies and guidelines for your work area, ensuring consistency and quality in service delivery.
• Deliver Professional Representation: Act as a brand ambassador for Ford Credit, resolving sensitive financial situations with a balance of empathy, firmness, and professionalism.
• Adapt & Pivot: Manage a high volume of inbound and outbound calls in a fast-paced environment, adjusting quickly to changing priorities and account cues.
• Be an active team member: Participate actively and contribute to team meetings, sharing insights and collaborating with colleagues.
• Engage in constructive feedback: Be comfortable both giving and receiving feedback from peers and supervisors in a positive, professional, and helpful manner to support continuous improvement.
• Support team and company goals: Demonstrate flexibility and a willingness to take on new tasks or adapt to changes that help the Ford Credit and the organization achieve its objectives and improve overall service quality.
• Use company resources responsibly: Utilize company email and internet access in accordance with established company policies.

Qualifications

• You'll have...
• Education: High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency.
• Bilingualism: Excellent communication skills (written and verbal) in both French and English is preferred.
• Communication Skills: Proficiency in handling difficult conversations and "probe" for information while maintaining a professional demeanor.
• Technical Proficiency: Proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software and be able to multitask efficiently.
• Even better, if you may have...
• Work effectively in a remote team environment to manage tasks with a high level of accuracy.
• Previous experience in collections, credit, or a high-volume financial services environment where negotiation was a primary task.
• Answer inbound/place outbound calls with customer and dealer satisfaction as a priority.
• Ability to perform multiple tasks simultaneously, with the ability to pivot to other work requirements as needed.
• Resolve customer and dealer concerns in a positive and professional manner.
• This posting is for an existing vacancy within our team. The expected annual salary for this Ford Credit Canada position is $45,760.00 - $53,872.00 and individuals may also be eligible to participate in our Quarterly Flexible Bonus Rewards program. You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to the Ford Credit Canada Team, we encourage you to apply!
• We thank all applicants for their interest, but only those selected for an interview will be contacted.
• Ford Credit Canada Company is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require.
• Candidates for this position must live in and be legally entitled to work in Canada. Ford Credit Canada Company does not sponsor work permit applications