Customer Service Associate - Century Automotive

Century Automotive Service Corporation, a MAPFRE USA Company, based in Albuquerque, New Mexico, is a leading provider of extended warranty programs and ancillary finance and insurance products. Century currently markets its products through specialized F&I (Finance & Insurance) Agencies that have relationships with car dealerships around the United States.

Hours: Monday through Friday 8:30 a.m. to 5:00 p.m. MT while in training, (approximately 3-6 weeks). Once training is complete, your regular work schedule will be Monday through Friday, 9:30 a.m. to 6:00 p.m. MT.

Note: Attendance is required the last day of every month. All members of the department are expected to stay until all business is processed for the current month even if this requires employees to work overtime or outside of their normal shift hours. If the end of the month falls on a weekend, all employees within the department are required to work that last Saturday until all business for the month has been processed. Sunday hours will never be required.

Job Summary

The primary responsibilities of this position are to provide prompt, courteous, and professional service to Contract Holders, Sales Representatives, Agents, Dealers and internal customers.

Essential Duties and Responsibilities

• Process checks to be mailed
• Answer all incoming phone calls promptly and efficiently
• Provide backup coverage for front desk
• Answer inquiries related to claim payment, deductibles, repair policies and procedures
• Answer underwriting questions regarding vehicle eligibility
• Other special projects and duties as assigned
• Quote cancellations
• Resolve contract related questions such as status, terms and coverage

Knowledge, Skills and Abilities:

Strong customer service skills with the ability to actively listen and solve problems. Must be organized and comfortable working in a high call volume and fast paced environment. Must have the ability to work independently or as part of a team. Must possess above average computer skills, including, a solid working knowledge of Microsoft Office applications. Bilingual in Spanish is a plus.

Additional Knowledge, Skills and Abilities:

Communication: Strong interpersonal, written and verbal communication skills. Must be able to effectively communicate with customers, both internally and externally, agents and clients.

Excellent Client / Customer Service: Must possess a customer service attitude and be able to ensure all customers, and/or client related issues are handled in a fast, fair and courteous manner.

Strong decision making skills: Must be able to analyze all available information and formulate sound decisions to effectively resolve a variety of issues.

Analytical skills: Must be able to gather information to accurately assess and resolve problems.

Education and/or Experience: High school diploma or equivalent and 2-5 years previous customer service experience in a call center environment.

Computer Skills: Must be computer literate with a good working knowledge of Microsoft Office applications.

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