Customer Service Representative

Title: Customer Service Representative
Location: Des Moines United States

Job Description:

The Customer Service Representative I is the primary contact for our customers. They respond to a multitude of customer phone calls, emails, and chats in a contact center environment

Find out more here about how you can unleash your full potential at DLL!

Day to Day

• Efficiently address customer and vendor needs through answering inbound customer calls, emails and chats in a call center environment.
• Respond to customer request providing confirmation/information within the required timeframe.
• Request lease payoff quotes and provide conditional sales buyout quotes.
• Process payment requests and answer payment inquiries.
• Provide/generate documents such as invoice copies, contract copies, amortization schedules, Bill of sale etc.
• Answer general inquiries regarding tax, insurance, end of lease etc.
• Assist customers with technical related issues. Examples include password reset, log in issues, general portal navigation inquiries etc.
• Update general customer account information. For example, billing address, contact information, payment information etc.
• Additional tasks as assigned by Team Lead

Measures

• Quality Assurance Reviews
• Call Cener KPIS including but not limited to, average talk time, customer follow up time, call abandonment rate, average call queue time, call classification rate.
• Adherence to schedule
• Customer Thermometer Satisfaction Score
• Complete required company ELearners on time.

All members enjoy

• Two working days per year volunteering for a local charity.
• Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
• Flexible hours with possibility to work from home
• Career development opportunities: online learning, member development programs.
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Essentials

• Bachelor's degree or equivalent work experience preferred; High School Diploma required.
• Bachelor's degree or equivalent work experience preferred; High School Diploma required.
• Experience: Some customer service experience, preferably within a call center environment.
• Experience within the financial services industry is preferred. Technical/Functional skills and knowledge.
• Basic PC skills and familiarity with Microsoft Office/Teams.
• Excellent verbal and written communication skills.
• Ability to work independently & collaboratively in a fast-paced environment.

Choose Wellbeing

DLL's wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

• Connection - Build meaningful connections with other DLL members
• Health - Manage mental, emotional and physical health
• Finance - Provide learning opportunities to help members achieve personal financial health
• Lifestyle - Maintain balance between work and life priorities

There are things that matter to our members and the wellbeing of our members matters to DLL!

Settling In

At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We become from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and a honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative - an interconnected network - that comes together every single day with one goal in mind: Partnering for a better world.

Good to Know

Desired Primary Work Location: Wayne, PA or Des Moines, IA

Applicable Pay Range

$43,182.86 - $64,774.28

DLL is considering candidates in numerous locations. The pay estimate displayed represents the typical pay range for candidates hired for this position in the desired primary work location. Pay may be adjusted outside the projected range based on geographical differentiation as well as for any other lawful reason. Additional factors that may be used to determine your actual pay include your specific skills, years of relevant experience you possess, and other work-related qualifications. Many candidates may start in the bottom half of the applicable pay range, especially those with less experience or qualification.

This position is subject to the terms of DLL's compensation plans and policies. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, 401k matching, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are all governed by and subject to ERISA plan documents and eligibility