Customer Success Representative II

AUTOPAY

full-time

Posted on: 9/18/2025

Origin: • 🇺🇸 United States

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Salary

💰 $22 per hour

Job Level

Mid-LevelSenior

Tech Stack

Assembly

About the role

Ensure customers who have completed an auto refinance or purchase loan had a positive experience.
Maintain all overflow through TSG phone systems and act as resolution point for escalations within TSG and its brands.
Respond to all complaints and escalations from start to finish and escalate further only if appropriate.
Maintain Legal and Compliance concerns through QA processes.
Document all accounts, contact, and activity information into various systems.
Answer calls from internal and external sources, providing a world-class customer service experience.
Manage inbound and outbound communication by email, phone and/or text to customers and Lenders or previous lien holders.
Outreach all funded loans within one business day via phone/email; contact customers who have completed a funded loan and assess their experience.
Quality Assurance: listen to calls made by loan specialists (1 call per week per loan specialist) and complete compliance checklists.
Respond to voicemail for internal and external TSG Departments and work inbound email boxes (Save/Sales).
Research and resolve Short Payoff Issues to ensure loans are fully paid off.
Grade customer experience and Loan Specialist performance using provided tools.
Provide responses to customers who left reviews via Podium/Birdeye or other lead sources.
Work Regulatory/BBB Complaints; perform Lien Holder Verification for LOS and NetSuite.
Compile RCA data: log complaint reasons, escalations, and relevant information.
Handle cancellations inbox and responses, unwinds/issues, and chase funds.
Additional duties as required.

Requirements

Associate or bachelor’s degree required.
Experience in inside phone sales, telemarketing, quality assurance or customer service experience with auto finance companies or car dealerships.
Strong listening, verbal, and written communication skills.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information to customers, clients, and all levels of management.
Ability to calculate figures, proportions, and percentages.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Detail-oriented with ability to organize, prioritize and work independently.
Strong critical thinking skills.
Ability to toggle between applications on a dual monitor setup.
Proficiency with Microsoft Office, with intermediate Excel ability, required.
Keyboarding/computer skills; heavy computer and phone usage.
High level of personal motivation, professionalism and integrity required.
Ability to exercise discretion and judgment; must be dependable.
Must be located within the United States (candidates in CA, NY, WA, IL, OR, and in some sections NJ and DC are excluded from consideration).
Work hours: 10am-7pm MST and includes one Saturday a month from 8-5 MST.