Customer Care Senior Representative Job in Hoffman Estates, Illinois US
Customer Care Senior Representative
Job Description Job Number: 1515443 Business GE Capital Business Segment: Capital - Americas About Us: GE Capital Americas: At GE Capital Americas, were redefining whats possible. Whether its providing financing to purchase, lease and distribute equipment, or supplying our clients with the capital needed for their real estate and corporate acquisitions, refinancing and restructurings, the GE Capital Americas teams are dedicated to turning imaginative ideas into leading financial products and services that support the success of businesses worldwide. GE Capital Americas is the top leasing company in North America and a leader in U.S. corporate finance. Here youll work with the most talented people in the industry, employing world-class processes to execute projects with real impact. If youre an enthusiastic self-starter and a driven, creative, flexible problem-solver, then join GE in creating the next generation of financial products that will keep the world of business moving forward for generations to come. imagination at work GE is an Equal Opportunity Employer. GE offers a competitive salary, outstanding benefits the professional advantages of an environment that supports your development recognizes your achievements. GE offers an inclusive environment where employees have the opportunity to succeed and diversity is embraced as a competitive advantage in the marketplace. The passion that our people bring to their work extends to their private worlds, and GE encourages a healthy balance between the two. GE values education and is dedicated to providing the tools and training for your professional development. Posted Position Title: Customer Care Senior Representative Career Level: Experienced Function Financial Services Operations Function Segment: Customer Service Location: United States U.S. State, China or Canada Provinces: Illinois City: Hoffman Estates Postal Code: 60192-3405 Relocation Assistance No Role Summary/Purpose: In your role as Customer Care Senior Representative you will be responsible for moderately complex service activities necessary to achieve customer service goals. You will respond to initial and escalated inquiries of customers and offer alternative solutions where appropriate. You will communicate with internal co-workers, external customers and follow procedures to resolve customer inquiries in a timely and accurate manner. Essential Responsibilities -Handle management and call center elevations, following through to resolution. -Facilitate moderate to difficult customer complaints and escalations. -Maintain an effective follow-up process to ensure the completion of commitments to customers. -Receive and respond to inquiries from both internal and external customers; research to determine appropriate steps, and drive to successful resolution. Qualifications/Requirements: Basic Requirements: -High school diploma or GED, -Minimum 5 years experience performing customer service, operations, or financial services-related duties. -Proficient in use of Microsoft Suite of products including Outlook, Excel, and Word. -Eligibility Requirements: YOU MUST BE ABLE TO SATISFY THE REQUIREMENTS OF SECTION 19 OF THE FEDERAL DEPOSIT INSURANCE ACT. -Must submit your application for employment through COS (internal candidates) or www.gecareers.com (external candidates) to be considered for this job opening. -Must have unrestricted authorization to work in the United States. -Must be willing to comply with pre-employment screening, including but not limited to, drug testing, reference verification and background check. -Must be willing to travel 5% of the time. -Must be willing to work out of an office in Hoffman Estates, IL. For U.S. employment opportunities, GE hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. GE will require proof of work authorization. Additional Eligibility Qualifications GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen. Desired Characteristics -Bachelors degree in business or related field -Experience with other Microsoft applications (PowerPoint, Access, Visio). -Working knowledge of leasing and loan products. -Previous customer service experience in leasing, financial services, or call center environment. -Previous experience with Cash applications -Previous experience handling billing discrepancies and inquiries. -Previous experience handling escalated issues in a call center environment.Work traits: -Excellent interpersonal, team building, customer service and communication (oral and written) skills with the goal of influencing outcomes. -Excellent listening, troubleshooting, negotiation and problem solving skills with ability to remove emotion from situations and resolve conflict. -Ability to coach employees in a positive, meaningful and effective manner. -Strong organization, time management, multi-tasking and analytical skills. Values: -Strong work ethic demonstrated through attendance, individual, and team commitments. -Open, cooperative, positive and team oriented attitude must be able to build positive, productive relationships with customers and team members. -Self-starter; Ability to work independently and meet deadlines and goals as an individual while also contributing to team goals. Growth Traits: -External Focus - Anticipates customer needs and ensures that they are met. -Expertise - Gains perspective through varied experiences and build-up of skills. -Driven- Proactively improves processes as needed. Section 19 Job YOU MUST BE ABLE TO SATISFY THE REQUIREMENTS OF SECTION 19 OF THE FEDERAL DEPOSIT INSURANCE ACT.