Dealership:L0484 Pfaff Leasing

The DFC Customer Service Supervisor will lead the Customer Service team and be responsible for the supervision of overall direction, coordination and execution of customer service functions and initiatives.

The DFC Customer Service Supervisor reports to the DFC Customer Service Manager.

Responsibilities

• This person will lead to ensure high levels of satisfaction among customers while maintaining consistency with company strategy, commitments, goals and core values

• Ensure team is meeting performance expectations by using analytics and metric reporting

• Handle difficult customer situations relating to account disputes, collections, and delinquent accounts

• Provide training and personnel development

• Ensure existing processes and documents are up to date, identify opportunities and seek enhancements and efficiencies to improve processes

• Ensure FDCPA guidelines and company policies regarding loan activity and customer contact are followed

• Maintain positive cross-departmental relationships

• Proactively communicate with manager

• Other projects and duties as assigned

Skills and Qualifications

• 2-years previous call center experience required; 3-years preferred

• 1-year prior supervisory or leadership experience required

• Basic knowledge of installment loans and various customer protection laws preferred

• Strong attention to detail

• Sense of urgency

• Excellent communication

• PC skills including knowledge and use of MS Office (Excel, Word, Windows, etc.)

Competencies

• Does the right thing, takes action and adapts to change

• Self-motivates, believes in accountability, focuses on results, makes plans and follows through

• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results

• Thrives on a team, stays positive, lives our values

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*

• Up to 1/3 of time: standing, walking, lifting up to 25 pounds

• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing

We offer best in class industry benefits:

• Competitive pay

• Medical, Dental and Vision Plans

• Paid Holidays & PTO

• Short and Long-Term Disability

• Paid Life Insurance

• 401(k) Retirement Plan

• Employee Stock Purchase Plan

• Lithia Learning Center

• Vehicle Purchase Discounts

• Wellness Programs

  High School graduate or equivalent, 18 years or older required. Acceptable driving record and a valid driver's license in your state of residence necessary for select roles. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

At Lithia & Driveway, we stand by our mission of Growth Powered by People, as we build a workplace that ignites ideas and opportunities to Earn Customers for Life. Our focus is on making the customer experience better; as we aim to meet our customers’ needs whether in person, online or a combination of both.

Lithia & Driveway is the largest automotive retailer in North America and listed on the Fortune 500 (NYSE: LAD). Drive your career forward with roles in Sales, Finance, Service, Technology and Corporate. With thousands of vehicles and hundreds of locations, the career possibilities are endless. Join us as we accelerate towards growth in automotive and beyond!