Customer Service Team Member
Title: Customer Service Team Member Location: US-MD-Baltimore-Owings Mills Other Locations: Who we are Collaborative. Respectful. A place to dream and do. These are just a few words to describe what life is like at Toyota. As one of the world's most admired brands, Toyota is growing and leading the future of mobility through innovation, high-quality solutions designed to enhance lives and delight those we serve. We are looking for diverse, talented team members who want to grow and challenge what's possible for us. Who we are looking for TFS' Eastern Customer Service Center (Owings Mills, MD) is looking for passionate and highly motivated Customer Service Team Members. The primary responsibility of this role is to respond to inbound communications from customers, dealers and financial institutions promptly and in aa professional and service-oriented manner. This role requires the ability to work evenings hours during the week as well as being available between the hours of 8am-8pm. What you will be doing Provide accurate payment related information and processes phone payments and website inquiries in a timely manner. Retrieve pay-off information from the system, clearly communicate to the caller the amount and the steps required to complete the transactions, and document information in the system in accordance with established procedures. Review customer history and, where appropriate and based on established policies and procedures, waive late charges, grants and processes retail extensions, including processing due date changes, and grants and processes reasonable lease deferrals and makes payment arrangements within the limits of established guidelines. Work with other departments to resolve customer account issues including lock box investigation of misapplied customer payments, title issues, insurance, collections, end of lease processing, etc. Document all activities in a clear and concise manner utilizing the appropriate systems and in accordance with established procedures. Initiates appropriate forms to fulfill customer requests. Research unique customer requests using internal manuals, policies and guidelines, and promptly reports/refers more complex, non-routine issues to Customer Service Team Leader for resolution. What you will bring Previous experience in a customer facing role, sales or call center environment preferred Excellent verbal communication and interpersonal skills required Ability to work evening shifts (as well as between the hours of 8am-8pm Monday through Friday) Strong organizational skills and attention to details BA/BS degree or related work experience preferred Working knowledge of Microsoft Office applications (Word, Excel, Outlook) PC keyboarding and navigation skills between various programs and systems are required Attendance and punctuality are essential for this position What we will bring During your interview process, our team can fill you in on all the details of our industry leading benefits and career development opportunities. A few highlights include: A work environment built on teamwork, flexibility and respect Professional growth and development programs to help advance your career, as well as tuition reimbursement Vehicle purchase and lease program Comprehensive healthcare and wellness plans for your entire family Toyota 401K savings plan featuring a company match as well as an annual retirement contribution from Toyota regardless of whether you contribute Paid holidays and paid time off Referral services related to prenatal services, adoption, child care, schools and more Flexible spending accounts What you should know Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability and religion, military or veteran status, or any other characteristics protected by law. Have a question or need assistance with your application? Check out the How to Apply section of our careers page on Toyota.com!