Customer Service Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver outstanding customer experiences during every interaction.

• Support the company's products and initiatives by exercising professional judgment.

• Analyze account history to gain insights into customers’ financial situations and identify effective strategies to reduce loss.

• Adhere to Ford Credit policies and guidelines to provide consistent, high-quality service.

• Serve as a Ford Credit brand ambassador while addressing sensitive financial matters with empathy, firmness, and professionalism.

• Handle a high volume of inbound and outbound calls in a dynamic environment.

• Quickly adapt to changing priorities and account signals.

• Engage in team meetings, contribute insights, and collaborate effectively with colleagues.

• Provide and receive constructive feedback from peers and supervisors.

• Embrace new responsibilities and adapt to changes that support Ford Credit and organizational objectives.

• Use company email and internet resources in accordance with established policies.

⛳️ Requirements

• High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency required.

• Proficiency in both written and verbal communication in French and English is preferred.

• Skillful in managing challenging conversations and extracting information while maintaining a professional demeanor.

• Proficient in MS Office applications (Word, Excel, Outlook).

• Capability to learn internal account management software.

• Ability to efficiently multitask.

• Competent in functioning effectively within a remote team environment, ensuring a high level of accuracy.

• Previous experience in collections, credit, or a fast-paced financial services environment, where negotiation was a key responsibility, is advantageous.

• Ability to manage inbound and outbound calls with a focus on customer and dealer satisfaction.

• Capacity to handle multiple tasks simultaneously and transition to other work requirements as necessary.

• Proficient in resolving customer and dealer issues in a positive and professional manner.

• Must reside in and have legal authorization to work in Canada.

• Ford Credit Canada Company does not provide sponsorship for work permit applications.

🏝️ Benefits

• Eligibility for the Quarterly Flexible Bonus Rewards program.

• Opportunity for remote work arrangements.

• Accommodations available for applicants with disabilities during recruitment, selection, and/or assessment processes.