About this Bilingual Customer Care Representative role at JM Family Enterprises
Southeast Toyota Finance, a subsidiary of JM Family Enterprises, is seeking Bilingual Customer Care Representatives to provide high-quality, phone-based support to customers. This role is responsible for handling inbound calls, resolving account-related inquiries, and delivering a professional and positive customer experience in a fast-paced, high-volume contact center environment. Successful candidates are clear communicators who can navigate multiple systems while maintaining accuracy and compliance.
Key Responsibilities:
Handle inbound customer calls using a dialer system to address account questions and service needs
Clearly and accurately explain auto finance information to customers in a professional manner
Research, resolve, and document customer inquiries and issues using internal systems
Accurately calculate and communicate payoffs, extension fees, rewrites, and quotes
Prepare and send professional written correspondence when required
Navigate multiple systems and screens simultaneously to support efficient call handling
Meet established quality, productivity, and compliance standards
Demonstrate sound judgment, empathy, and professionalism in all customer interactions
Qualifications:
Clear, confident, and professional verbal and written communication skills
Proficiency with PC applications, including data entry and navigating multiple systems and dual screens
Ability to work effectively in a high-volume, metrics-driven customer service environment
Strong attention to detail and accuracy, particularly when handling financial information
Ability to multitask, manage time effectively, and work independently
Prior customer service experience preferred
Knowledge of retail or lease auto finance is a plus
Bilingual proficiency in Spanish and English REQUIRED
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard any characteristic protected by law – whether actual or perceived – including race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity gender expression, sexual orientation, marital status, military service, veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [email protected] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.