What are the responsibilities and job description for the Customer Service Representative position at FTL Finance?
We are seeking a dynamic Customer Service Representative to join our team. In this full-time role, you will provide exceptional service to our customers by addressing inquiries, processing customer loan payments, resolving issues, and ensuring a positive customer experience. You will report to the Customer Service Manager and work alongside a team that’s dedicated to delivering excellent service to our customers every day.
Since 1996, FTL Finance has specialized in financing for residential HVAC and other home improvement projects. Based in the heart of Missouri, we take pride in empowering thousands of hardworking contractors nationwide to elevate their businesses and increase sales. At FTL Finance, our mission to make home improvement easier on everyone is demonstrated in our dedicated support teams, robust digital tools, and programs to help homeowners with all types of credit.
Join FTL Finance, where your passion for world-class customer service will thrive in an environment that fosters growth, innovation, and success. Be part of a team that makes a real difference in the lives of contractors and homeowners across the nation!
What You'll Do:
- Respond to incoming customer calls by identifying needs, offering solutions, and delivering efficient, accurate, and friendly service.
- Process customer payments promptly and accurately while maintaining attention to detail.
- Document customer interactions in a clear, consistent, and timely manner immediately following each call.
- Support the Collections Department, as needed, by conducting outbound payment reminder calls to assist with account management.
- Handle customer correspondence and take on additional administrative tasks as needed.
- Perform other duties and responsibilities as assigned to support team objectives.
What You'll Bring:
- 1-2 years of experience in customer service, administrative support, or a related field
- Exceptional communication skills, both verbal and written
- Ability to write professional, clear, and concise correspondence
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and customer relationship management (CRM) systems, such as Salesforce
- Strong typing skills and ability to learn new systems quickly
- Excellent active listening abilities to understand and address customer needs
- Ability to maintain a positive and professional tone, even during challenging interactions
- Exceptional attention to detail and accuracy when handling documentation, payments, and call notes
- Strong organizational and time-management skills to manage multiple tasks efficiently
- Proactive mindset with the ability to identify solutions and resolve customer issues effectively
- High school diploma or equivalent required, associate’s degree or equivalent preferred
What You'll Get:
- A dynamic, fast-paced, fun and inclusive work environment (with always-stocked snacks and beverages!)
- Annual company parties and fun team events
- Growth and development opportunities
- Hybrid work arrangement (3 days in-office/2 days remote)
- Monthly team celebrations and luncheons
- Excellent offerings under our group benefit plans for medical, dental, vision, FSA, etc.!
- 401K plan with a company match of up to 4%!
- Generous Paid Time Off (PTO) plus 12 paid holidays
At FTL Finance, we value diversity and the uniqueness of all people. We thrive in an inclusive environment, and we recruit, hire and promote without regard to race, gender, age, color, gender identity, gender expression, sexual orientation, ethnic or national origin, citizenship, religion, sexual preference, military or veteran status, marital status, family status, physical or mental disability - or any other legally protected categories as set forth in the applicable state, federal or local laws. This policy applies to all aspects of employment including training, compensation, benefits, and all other privileges of employment.
