Contact Center Resolution Specialist

Position Overview

This role focuses on delivering first-contact resolution for current customers of Porsche Financial Services (PFS), Bentley Financial Services (BFS), and Lamborghini Financial Services (LFS). Support is provided across multiple communication channels, including phone, web, chat, email, and mailed correspondence. The position may also involve reaching out to other PFS teams, Porsche Cars North America, dealers, vendors, and field personnel to solve issues efficiently and ensure a high level of customer satisfaction. The role also contributes to department and company initiatives aimed at improving efficiency and strengthening customer service.

Role Summary

• Act as a front-line resource for Customer Service Representatives and CSR2 team members by pointing them to the right tools and helping them resolve complex questions.
• Handle customer escalations in line with established PFS escalation procedures.
• Assist leaders with the rollout of operational and strategic projects.
• Communicate in a professional and respectful manner with internal and external customers, dealers, vendors, and third-party organizations.
• Show reliability and ownership in day-to-day work while helping the team meet performance goals.
• Deliver timely, high-quality interactions that support an excellent customer experience.
• Route customer administrative requests and correspondence to the Account Resolution team using the correct workflow and within an efficient timeframe.
• Use phone and servicing systems to manage lunch and break coverage so service level targets remain on track, including Service Level, Average Handle Time, Average Speed of Answer, Quality, and Schedule Adherence.
• Follow local authority limits at all times.
• Complete all assigned training within the required timeline.
• Maintain compliance with attendance and tardiness expectations.
• Finish assigned work queues within service-level goals.
• Support leadership with other tasks as needed.

Qualifications

• High school diploma required; a college degree is preferred, or an equivalent combination of education and experience.
• At least 2 years of customer service experience is preferred.
• At least 1 year of auto finance experience is preferred.
• Minimum 12 months of experience as a CS&R Representative.
• Candidate must be meeting performance standards in the current role.
• Applicants must pass the CSR2 assessment to be considered for an interview.
• Current role must be Representative/Advisor 2 or above.
• Strong commitment to quality and excellence.
• Customer-focused with empathy and the ability to connect well with customers facing issues.
• Excellent written and verbal communication skills, including writing, speaking, listening, interpreting, and clarifying.
• Strong critical thinking and problem-solving ability, including handling complex situations and seeing the bigger picture.
• Adaptable to ongoing change and comfortable working through ambiguity with patience and flexibility.
• Ability to stay focused and attentive, even in a busy or noisy environment, while working efficiently.
• Quick learning ability to absorb and retain new information.
• Working knowledge of lease, retail, and lease-end products and systems, with proficiency measured through QA.
• Strong teamwork mindset and willingness to support colleagues and department needs.
• Knowledge of relevant state and federal regulations.
• Proficient with PCs and office software such as MS Office; able to work across multiple systems, type accurately, multitask, and navigate computer tools effectively.

Working Conditions

The role requires less than 10% travel. It supports West Coast operating hours up to 10:00 PM Eastern time. As a national contact center, schedules may include early mornings, evenings, rotating shifts, and occasional weekend or holiday work. Work hours are determined by business needs and communicated to employees accordingly.

Compensation and Benefits

The pay range for this position is $28.00 to $40.00 per hour, with actual compensation influenced by geographic location, education, experience, knowledge, and skills. Porsche may also review and adjust salaries periodically to stay competitive in the market. Employees may be eligible for a discretionary performance bonus.

• Paid vacation
• Paid holidays
• Paid sick leave
• 401(k) match
• Medical, dental, and vision insurance
• Tuition and certification reimbursement
• Life insurance
• Short- and long-term disability coverage
• Subsidized gym membership program
• Subsidized Porsche and VW leasing programs

Direct Reports

None.

Equal Opportunity Statement

The employer is committed to equal opportunity and values diversity in hiring and advancement. Employment decisions are based on merit, qualifications, and ability, and are made without discrimination based on protected characteristics under federal, state, or local law.

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