FTL Finance
Job Description
Job Description
We are seeking a dynamic Customer Service Representative to join our team. In this full-time role, you will provide exceptional service to our customers by addressing inquiries, processing customer loan payments, resolving issues, and ensuring a positive customer experience. You will report to the Customer Service Manager and work alongside a team that’s dedicated to delivering excellent service to our customers every day. Since 1996, FTL Finance has specialized in financing for residential HVAC and other home improvement projects. Based in the heart of Missouri, we take pride in empowering thousands of hardworking contractors nationwide to elevate their businesses and increase sales. At FTL Finance, our mission to make home improvement easier on everyone is demonstrated in our dedicated support teams, robust digital tools, and programs to help homeowners with all types of credit. Join FTL Finance, where your passion for world-class customer service will thrive in an environment that fosters growth, innovation, and success. Be part of a team that makes a real difference in the lives of contractors and homeowners across the nation! What You'll Do: Respond to inbound customer calls with professionalism by identifying needs, providing effective solutions, and ensuring a positive, friendly experience. Process customer payments quickly and accurately while maintaining strong attention to detail. Document all customer interactions in a clear, consistent, and timely manner to support accurate records and smooth team collaboration. Assist the Collections Department by conducting outbound reminder calls, helping customers manage their accounts successfully. Handle customer correspondence and provide additional administrative support as needed to keep operations running smoothly. Perform other duties and responsibilities as assigned to support team objectives. What You'll Bring: 1-2 years of experience in customer service, administrative support, or a related field Exceptional communication skills, both verbal and written Ability to write professional, clear, and concise correspondence Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and customer relationship management (CRM) systems, such as Salesforce Strong typing skills and ability to learn new systems quickly Excellent active listening abilities to understand and address customer needs Ability to maintain a positive and professional tone, even during challenging interactions Exceptional attention to detail and accuracy when handling documentation, payments, and call notes Strong organizational and time-management skills to manage multiple tasks efficiently Proactive mindset with the ability to identify solutions and resolve customer issues effectively High school diploma or equivalent required, associate’s degree or equivalent preferred What You'll Get: Excellent offerings under our group benefit plans for medical, dental, vision, FSA, etc. 401K plan with a company match of up to 4%! Generous Paid Time Off (PTO) plus 13 paid holidays A dynamic, fast-paced, fun and inclusive work environment (with always-stocked snacks and beverages!) Annual company parties and fun team events Growth and development opportunities Hybrid work arrangement (3 days in-office/2 days remote) Monthly team celebrations and luncheons
Job Description
We are seeking a dynamic Customer Service Representative to join our team. In this full-time role, you will provide exceptional service to our customers by addressing inquiries, processing customer loan payments, resolving issues, and ensuring a positive customer experience. You will report to the Customer Service Manager and work alongside a team that’s dedicated to delivering excellent service to our customers every day. Since 1996, FTL Finance has specialized in financing for residential HVAC and other home improvement projects. Based in the heart of Missouri, we take pride in empowering thousands of hardworking contractors nationwide to elevate their businesses and increase sales. At FTL Finance, our mission to make home improvement easier on everyone is demonstrated in our dedicated support teams, robust digital tools, and programs to help homeowners with all types of credit. Join FTL Finance, where your passion for world-class customer service will thrive in an environment that fosters growth, innovation, and success. Be part of a team that makes a real difference in the lives of contractors and homeowners across the nation! What You'll Do: Respond to inbound customer calls with professionalism by identifying needs, providing effective solutions, and ensuring a positive, friendly experience. Process customer payments quickly and accurately while maintaining strong attention to detail. Document all customer interactions in a clear, consistent, and timely manner to support accurate records and smooth team collaboration. Assist the Collections Department by conducting outbound reminder calls, helping customers manage their accounts successfully. Handle customer correspondence and provide additional administrative support as needed to keep operations running smoothly. Perform other duties and responsibilities as assigned to support team objectives. What You'll Bring: 1-2 years of experience in customer service, administrative support, or a related field Exceptional communication skills, both verbal and written Ability to write professional, clear, and concise correspondence Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and customer relationship management (CRM) systems, such as Salesforce Strong typing skills and ability to learn new systems quickly Excellent active listening abilities to understand and address customer needs Ability to maintain a positive and professional tone, even during challenging interactions Exceptional attention to detail and accuracy when handling documentation, payments, and call notes Strong organizational and time-management skills to manage multiple tasks efficiently Proactive mindset with the ability to identify solutions and resolve customer issues effectively High school diploma or equivalent required, associate’s degree or equivalent preferred What You'll Get: Excellent offerings under our group benefit plans for medical, dental, vision, FSA, etc. 401K plan with a company match of up to 4%! Generous Paid Time Off (PTO) plus 13 paid holidays A dynamic, fast-paced, fun and inclusive work environment (with always-stocked snacks and beverages!) Annual company parties and fun team events Growth and development opportunities Hybrid work arrangement (3 days in-office/2 days remote) Monthly team celebrations and luncheons