Kelly is supporting Ford Motor Company’s newest endeavor, Ford Drive Operations. We are currently hiring for a Collections/Escalations’ Specialist that will handle some light collections and customer escalation calls for their help center in REDONDO BEACH. This position is an in-office contract-to-hire role and offers premium benefits including 3 weeks of PTO, paid holidays, 401K, health insurance options, and weekly pay.

PLEASE NOTE: This position does require at least 2 years of escalations handling or collections experience. We are looking for someone that isn’t afraid to have a tough conversation with someone and willing to do some investigation/follow-up on key items.

Pay: $25.75

Shift: 8a-5p Pacific Time (11a-8p Eastern) – Monday thru Friday – this is a set schedule with little to no OT and no weekend work

If Interested, please apply now and provide your most recent resume. 

As the help center representative, you will be taking calls from Ford customers that are leasing vehicles for ridesharing services. You will serve as liaison between Ford and their drivers. You will accept ownership for effectively solving driver issues, complaints, and inquiries, creating an effortless experience for their drivers.

Your Responsibilities may include:
• Effectively manage inbound and outbound calls, chats, emails, and SMS in a timely manner.
• Identify drivers’ needs, clarify information, find answers, and proactively follow up with customers.
• Utilize timeline notes, provided resources, case precedent, scripts and processes to make informed decisions when supporting customers.
• De-escalate situations involving dissatisfied drivers, offering patient assistance while communicating difficult decisions and policies in an effective and respectful manner.
• Keep concise, detailed records of all customer interactions in an organized manner.
• Monitor for vehicle accidents, gather required information, interact with insurance carriers and collision shops, and guide the customer through the damage repair process.
• Perform regular insurance audits and take follow up actions for gaps.
• Assist other teams as the business requires.
• Clearly and respectfully communicate with team members.
• Take ownership of actions and outcomes.
• Be the voice of the customer while also being an ambassador of the business.
• Provide feedback on how to improve the processes and customer experience.

Basic Qualifications:
• 2+ years of experience in a phone-based customer service role
• High school degree

Preferred requirements:
The ideal candidate is someone with a hybrid background including some blend of startups, private companies, and/or large multinational companies.
• Strong and effective communicator – written and verbal.
• Excellent organization and prioritization skills.
• Effective active listener.
• Experience creating successful outcomes in difficult situations.
• Ability to multi-task and manage time effectively.
• Experience with customer interaction management software (CRM tools).
• Willing to disrupt the status quo (professionally) but also able to commit when a decision is made.
• Flexible and able to transition on short notice.
• Previous experience in a new, ambiguous, fast-paced environment.
• Thrives in an environment with a certain level of autonomy in decision-making and planning.
• Ability to stay curious and motivated in a dynamic, team-focused environment.
• Enthusiasm for building a business with the capacity for overcoming obstacles in a constructive and collaborative manner.

9501573