The Customer Commitment Representative is responsible for providing a high level of Customer Service, Remarketing, and Digital Concierge activities made through inbound and outbound phone/email contact with Canadian retail, lease, and Porsche Drive subscription customers. Additionally, this role will liaise with Porsche Financial Services in the US, Porsche Canada the importer as well as, dealers, vendors, and field personnel to resolve complaints, issues and ensure complete customer service satisfaction. The position will be responsible for supporting the Operations Manager by completing daily responsibilities that impact all operations departments. Additionally, this role will have shared responsibilities within the mobility services, customer service, and remarketing teams as determined by the business and will be responsible for building and maintaining professional interactions across multiple levels within and outside of the organization through various channels of communication.
Role & Responsibilities
- Customer Call Center (with guidance) – Provide quality and timely interaction with customers, dealers, and vendors during stated business hours
- Responsible for all inbound and outbound call servicing while maintaining the department KPI’s
- Support the inbound shared email address and handle delegated and assigned tasks
- Responsible for handling lease end accounts within 120 days of maturity to ensure the timely return of the vehicle, payoff, or other options prior to the scheduled maturity date.
- Customer Remarketing (with guidance) – Provide support to establish final lease intent and remedy over-term lease accounts
- Member Mobility Services – Digital Concierge’s will provide support to Porsche Drive subscription members, dealers and prospective members to maximize fleet utilization and operational efficiency (administrative support)
- Customer Operations (with guidance) - Utilize the assigned limits of authority to mitigate potential legal and financial risks while maintaining high levels of customer satisfaction
- Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside organizations
- Audit / Compliance (with guidance) – reviews and audits daily contracts submitted for funding by the dealer network for completeness, accuracy and quality
- Adheres to internal funding turnaround times in order to ensure accelerated dealer funding
- Cures inaccurate funding packages and sources the root cause of residual, finance charge and/or itemization errors and coach dealers on corrective options
- Provides advanced dealer service and professionally resolves any issues related to dealer reserve/payment, documents preparation and state-specific taxationComplete assigned work queues within service level targetsComplete assigned training in scheduled timeframe
