Job Title

Kelly is supporting Ford Motor Company's newest endeavor, Ford Drive Operations. We are currently hiring for a Collections/Escalations' Specialist that will handle some light collections and customer escalation calls for their help center in REDONDO BEACH. This position is an in-office contract-to-hire role and offers premium benefits including 3 weeks of PTO, paid holidays, 401K, health insurance options, and weekly pay. **PLEASE NOTE: This position does require at least 2 years of escalations handling or collections experience. We are looking for someone that isn't afraid to have a tough conversation with someone and willing to do some investigation/follow-up on key items.** Pay: $25.75 Shift: 8a-5p Pacific Time (11a-8p Eastern) - Monday thru Friday - this is a set schedule with little to no OT and no weekend work **_If Interested, please apply now and provide your most recent resume._** As the help center representative, you will be taking calls from Ford customers that are leasing vehicles for ridesharing services. You will serve as liaison between Ford and their drivers. You will accept ownership for effectively solving driver issues, complaints, and inquiries, creating an effortless experience for their drivers. Your Responsibilities may include: - Effectively manage inbound and outbound calls, chats, emails, and SMS in a timely manner. - Identify drivers' needs, clarify information, find answers, and proactively follow up with customers. - Utilize timeline notes, provided resources, case precedent, scripts and processes to make informed decisions when supporting customers. - De-escalate situations involving dissatisfied drivers, offering patient assistance while communicating difficult decisions and policies in an effective and respectful manner. - Keep concise, detailed records of all customer interactions in an organized manner. - Monitor for vehicle accidents, gather required information, interact with insurance carriers and collision shops, and guide the customer through the damage repair process. - Perform regular insurance audits and take follow up actions for gaps. - Assist other teams as the business requires. - Clearly and respectfully communicate with team members. - Take ownership of actions and outcomes. - Be the voice of the customer while also being an ambassador of the business. - Provide feedback on how to improve the processes and customer experience. Basic Qualifications: - 2+ years of experience in a phone-based customer service role - High school degree Preferred requirements: The ideal candidate is someone with a hybrid background including some blend of startups, private companies, and/or large multinational companies. - Strong and effective communicator - written and verbal. - Excellent organization and prioritization skills. - Effective active listener. - Experience creating successful outcomes in difficult situations. - Ability to multi-task and manage time effectively. - Experience with customer interaction management software (CRM tools). - Willing to disrupt the status quo (professionally) but also able to commit when a decision is made. - Flexible and able to transition on short notice. - Previous experience in a new, ambiguous, fast-paced environment. - Thrives in an environment with a certain level of autonomy in decision-making and planning. - Ability to stay curious and motivated in a dynamic, team-focused environment. - Enthusiasm for building a business with the capacity for overcoming obstacles in a constructive and collaborative manner. As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community. Get a complete career fit with Kelly ® . You're looking to keep your career moving onward and upward, and we're here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career. About Kelly Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year. Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.