Swoon is hiring: Customer Service Representative 1 in Nashville

Job Title: Customer Service Representative 1

Requisition ID: 47720-1
Location: Nashville, TN - CFSC Main Office
Start Date: September 24, 2024
Work Environment: Hybrid (remote & in-person) - Fully remote until September, then in-office 3 days a week
Schedule: First shift
Duration: 6 months
Travel: None
Assets Provided: Caterpillar will provide necessary assets

Job Description:

The primary function of a Customer Service Representative is to interact with customers to provide information, address inquiries, and resolve complaints related to products and services. The role involves determining the client’s issue, offering potential solutions, and providing follow-up as needed. Customer service agents may handle inbound, outbound, or a combination of both types of communication.

Key Responsibilities:

• Address and resolve customer issues and inquiries, ensuring all communication is clearly documented.
• Identify issues and determine the appropriate course of action for effective resolution.
• Process and analyze data to support customer service operations.
• Execute standard customer service processes, maintain customer accounts, and foster strong customer relationships.
• Manage customer service portal and email inquiries.
• Reconcile customer accounts and handle requests related to disputed transactions, refunds, payment instructions, etc.
• Assist with incoming and outbound customer calls.

Candidate Value Proposition:

Why Caterpillar?
At Caterpillar, you can build what matters to you, whether it’s groundbreaking products, best-in-class solutions, or a lifelong career. With 150 locations worldwide, the work you create here helps people around the globe. You’ll have the opportunity to collaborate with the best minds in the industry, complete meaningful work, and continuously grow and develop through various opportunities.

Why This Role?
This role offers the opportunity to provide a memorable customer experience and have a significant impact on customer relationships. Our structured onboarding process includes diverse learning experiences with multiple peers, setting the foundation for success in this role.

Typical Day in the Role:

• Task Breakdown:

  • Manage customer service portal and email inquiries.
  • Reconcile customer accounts.
  • Research and resolve customer requests related to disputed transactions, refunds, payment instructions, etc.
  • Assist with both incoming and outbound customer calls.

• Team Interaction:

  • Daily interaction and collaboration with the team is expected to complete complex tasks effectively.

• Work Environment:

  • Hybrid: remote and in-person.

Education & Experience Required:

• Degree Requirements:
  • Associate’s or Bachelor’s degree preferred.
  • High School Diploma with 5+ years of customer service experience is acceptable.
  • Equivalent experience is desired.

Technical Skills Required:

• Data analysis skills.
• Effective communication and problem-solving abilities.
• Ability to accurately document and record customer/client information.
• Proficiency in Microsoft Office applications.

Desired Skills:

• Previous experience in the insurance industry (not required but preferred).

Soft Skills Required:

• Strong verbal and written communication skills.
• Excellent attention to detail and customer service abilities.
• Ability to work independently and manage time effectively.
• Strong interpersonal skills.