(SFT/660) Customer Service Representative (Remote)

As a Service Representative in the Contact Center for John Deere Financial (JDF), you will be researching and resolving inquiries received via inbound calls from customers and channel partners (dealers, merchants, and sponsors) on a variety of finance products to achieve service level. In this position, you will also:

• Document customer and channel interactions and enter descriptive information online in order to provide history and track issue resolution
• Onboard/train new merchants and proactively offer services, solutions, and training to existing customers and channel partners
• Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
• Troubleshoot and assist customers and channel partners on JDF websites, systems, and transaction processing
• Track trends and identify streamlined processes for customer, channel, and product concerns and inform/provide feedback to appropriate departments or units

POSITION HOURS: The selected candidate will be assigned 40 hours a week between the hours of 7 a.m. to 6 p.m. CST Monday-Friday and 8 a.m. to 12 p.m. CST Saturday. Some Saturdays and holidays will be required. Upon completion of training, the assigned hours for this position may vary based on business needs and will be discussed further in the interview process. Training hours for this position are planned for Monday-Friday 8:00 a.m. to 4:30 p.m. CST, but will be discussed further in the interview process. We are looking for this position to be a flexible resource to assist us during our high call volume time periods in the week and ask that candidates would be available to work any hours assigned between 7:00-6:00 Monday-Friday (CT).

Option 1) This position is a full-time, work-from-home position. Training and meetings will also be completed remotely. Examples of assigned shift hours for consideration:

1. 8-hour shifts Monday-Friday
2. 10-hour shift Monday, 10-hour shift Tuesday, 8-hour shift Wednesday, 4-hr shift Thursday, 8-hour shift Friday
3. 10-hour shift Monday, 10-hour shift Tuesday, 8-hour shift Wednesday, 8-hour shift either Thursday/Friday, 4-hour shift Saturday

Requirements

Skills Needed

• ·         Experience working in a call queue environment

• ·         Experience using multiple computer resources to independently gather appropriate information, research, and resolve customer issues

• ·         Strong attention to detail, with experience adjusting to shifting priorities and continuous change in a fast-paced work environment

• ·         Experience with technical online troubleshooting, such as registering, logging in, navigating customer accounts, etc.

• ·         Experience working in a team environment (remote or on-site), with the ability to communicate effectively and manage personal accountability to complete work

• ·         A growth mindset, with the ability to learn new information and computer systems/programs quickly

• ·         If working remote, a private in-home workspace and personal ethernet cord are required, along with stable, high-speed internet

What Makes The Candidate Stand Out

• ·         Customer service experience in a financial environment

• ·         Experience being proactive on customer calls to educate and/or offer solutions

• ·         Experience with Agriculture, Consumer, or Construction/Forestry products and services

• ·         Experience identifying a work process/procedure to improve and being part of the implementation