What are the responsibilities and job description for the GAP Customer Service Rep (Bilingual) position at Total Warranty Services?
Must be bilingual (Spanish/English). The Guaranteed Asset Protection (GAP) Customer Service Representative coordinates all GAP related activities including handling all incoming phone calls. This position requires the individual to be detail oriented and organized as they will maintain and prepare all documentation. Additionally, this role will assist other GAP team members with a variety of special projects and support tasks.
Details
- Field incoming calls to open and process new GAP files according to company policy and procedures
- Provide excellent & empathetic customer service in English or Spanish, while listening/communicating with customers and callers to understand and resolve their questions, issues, and/or needs.
- Field phone calls from lenders, customers, and client dealerships
- Maintain and prepare documentation for processing of GAP files for recordkeeping purposes
- Maintain positive customer relationships through a courteous and professional demeanor
- Accurately identify, index, and record receipt of documents
- Provide customers, lenders, and other partners the status of GAP files
- Ensure consumers understand the GAP process and required documentation
- Draft written correspondence related to GAP requests
- Consistent follow-through and ability and flexibility to multi-task and effectively balance priorities and meet tight deadlines
- Special projects as assigned by immediate supervisor
