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About the Role

The Sr. Customer Care Associate will provide exceptional customer service by efficiently handling phone calls, emails, and escalation cases for Hyundai, Kia, and Genesis brands. This role involves meeting department SLAs, facilitating coaching and training, and supporting the Manager, Customer Care with assigned tasks. The associate will work rotating shifts between 8:30 am and 8:00 pm EST.

Responsibilities

• Answer incoming calls and emails regarding lease and loan accounts efficiently.
• Update the servicing system with detailed and clear notes after each call.
• Identify customer’s questions, concerns, and complaints compassionately, promptly, and courteously, providing effective solutions.
• Maintain a high level of professionalism with customers and establish a positive rapport.
• Meet or exceed key performance indicators.
• Problem-solve to turn frustrated customers into repeat customers.
• Handle complaints and escalations, escalating matters to appropriate teams or departments as needed.
• Follow-up with customers and/or dealers on complaint and/or question resolution status.
• Work on ad-hoc requests from management.
• Assist with ad-hoc coaching and training sessions for new hires.
• Manage Customer Care Queues, ad-hoc letter generation, and other servicing-related tasks.

Requirements

• 3+ years of experience in a customer-facing role or call center environment preferred.
• Automotive finance experience is a plus.
• Experience in a corporate work environment is preferred.

Skills

• Bi-Lingual French Canadian/English required.
• Ability to communicate clearly both verbally and written in both languages.
• Demonstrated ability to build positive productive relationships with a variety of internal and external stakeholders.
• Ability to gain cooperation and commitment from others.
• Self-starter who is team-oriented and results-driven.
• Capacity to work flexible work hours, which may include day, evening, and weekend shifts.
• Ability to work independently and proactively problem-solve.

Location

• Canada

Work Type

• Full-time

Experience Level

• Senior

Education Level

• College Diploma or University degree preferred

About the Company

• Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group, operating under the service brands Hyundai Motor Finance, Kia Motors Finance, and Genesis Finance.
• HCCA provides indirect vehicle financing and leasing solutions to consumers and commercial customers through a network of over 400 Hyundai and Kia dealerships nationwide.
• Employees contribute to a fast-paced, dynamic, energized, agile, and collaborative culture.
• The company fosters a connected, fun, positive, and rewarding culture where employees feel appreciated, proud, and invested in HCCA's success.
• Hyundai Capital has a global presence with offices worldwide, including South Korea, the United States, China, the United Kingdom, Germany, Russia, and Brazil.
• Work environments are designed with themes of simplicity, collaboration, elements of nature, and symmetry to reflect company values and achieve a consistent global identity.

Equal Opportunity

• Hyundai Capital Canada Inc. is committed to acknowledge applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.