Join Ford Drive Operations as a Customer Service Collections and Escalations Specialist
Are you a skilled customer service professional looking for a new challenge? Do you have experience handling escalations and collections? Kelly Services is supporting Ford Motor Company's newest endeavor, Ford Drive Operations, and we're currently hiring for a Collections/Escalations Specialist to join their help center team in Redondo Beach. As a Customer Service Collections and Escalations Specialist, you will play a critical role in delivering exceptional customer experiences to Ford's ridesharing drivers.
About Ford Drive Operations
Ford Drive Operations is a new initiative from Ford Motor Company, designed to support drivers who lease vehicles for ridesharing services. As a help center representative, you will be the primary point of contact for these drivers, providing assistance with issues, complaints, and inquiries. You will be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving business success.
Key Responsibilities
- Effectively manage inbound and outbound calls, chats, emails, and SMS in a timely manner, ensuring that customer issues are resolved efficiently and effectively.
- Identify drivers' needs, clarify information, find answers, and proactively follow up with customers to ensure that their issues are resolved.
- 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, ensuring that customer information is up-to-date and easily accessible.
- 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, ensuring that customers are compliant with insurance requirements.
- Assist other teams as the business requires, demonstrating flexibility and a willingness to support the broader organization.
- Clearly and respectfully communicate with team members, ensuring that colleagues are informed and aligned on customer issues.
- Take ownership of actions and outcomes, demonstrating accountability and a commitment to delivering exceptional customer experiences.
- Be the voice of the customer while also being an ambassador of the business, providing feedback on how to improve processes and customer experience.
Essential Qualifications
- 2+ years of experience in a phone-based customer service role, with a proven track record of delivering exceptional customer experiences.
- High school degree or equivalent, with a strong foundation in communication and problem-solving skills.
Preferred Qualifications
- Hybrid background including some blend of startups, private companies, and/or large multinational companies, with a unique perspective and skillset.
- Strong and effective communicator - written and verbal, with the ability to articulate complex information in a clear and concise manner.
- Excellent organization and prioritization skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
- Effective active listener, with the ability to empathize with customers and understand their needs.
- Experience creating successful outcomes in difficult situations, with a proven track record of de-escalating tense customer interactions.
- Ability to multi-task and manage time effectively, with a strong focus on productivity and efficiency.
- Experience with customer interaction management software (CRM tools), with a strong understanding of how to leverage technology to drive customer engagement.
- Willing to disrupt the status quo (professionally) but also able to commit when a decision is made, demonstrating a flexible and adaptable approach to work.
- Previous experience in a new, ambiguous, fast-paced environment, with a proven track record of thriving in a dynamic and ever-changing landscape.
- Thrives in an environment with a certain level of autonomy in decision-making and planning, with a strong sense of self-motivation and accountability.
- Ability to stay curious and motivated in a dynamic, team-focused environment, with a passion for learning and growth.
- Enthusiasm for building a business with the capacity for overcoming obstacles in a constructive and collaborative manner, with a strong commitment to teamwork and collaboration.
What We Offer
As a Kelly Services employee, you will have access to a range of benefits and perks, including:
- Competitive salary: $25.75 per hour
- Premium benefits, including 3 weeks of PTO, paid holidays, 401K, health insurance options, and weekly pay
- Voluntary benefit plans, including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability
- Retirement savings plan, service bonus, and holiday pay plans (earn up to eight paid holidays per benefit year)
- Transit spending account and paid sick leave under the applicable state or local plan
About Kelly Services
Kelly Services is a leading global workforce solutions provider, dedicated to helping individuals achieve their career goals. With a rich history and a strong commitment to diversity and inclusion, Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities.
Ready to Take the Next Step?
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we want to hear from you. Apply now to join Ford Drive Operations as a Customer Service Collections and Escalations Specialist and take the first step towards a rewarding and challenging career.
Don't miss out on this exciting opportunity to join a dynamic team and drive business success. Apply today and discover a career that's right for you!
Apply Now