Caterpillar Financial: Customer Service Representative 4

Job Title: Customer Service Representative 4

Job Description:

Summary:

The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:

• Approve the resolution of customers’ service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.

• Act as escalation point for clients/customers.

• Approve the referral of unresolved customer grievances to designated departments for further investigation.

• Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

• Solicit sale of new or additional services or products.

Skills:

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.

• Strong ability to work independently and manage one’s time.

• Strong ability to accurately document and record customer/client information.

• Strong leadership and mentoring skills necessary to provide support and constructive performance feedback.

• Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Education/Experience:

• High school diploma or GED required.

• 2-4 Years of College preferred

• 5-10 years customer service related experience preferred

• Fluent in Spanish preferred

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Email David Tuchman: David.Tuchman@cat.com

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