Customer Relations Representative II Bilingual Spanish & English

Join Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Our common values and focus on inclusion and respect drive the decisions made by our company, teams, and people. This is why we are committed to hiring and building diverse team representatives of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.

About Cat Financial

Cat Financial is a subsidiary of Caterpillar Inc., the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat dealers for machines, engines, Solar gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.

Role Definition

Responds to customer inquiries by resolving general customer issues.

Responsibilities:

• Addressing account inquiries and resolving customer complaints.
• Providing troubleshooting support and redirecting when appropriate.
• Understanding of financial products and ability to collaborate with other business units.
• Ensuring all customer communication is clearly documented.

Degree Requirement:

Degree or equivalent experience desired.

Skill Descriptors

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

Level Extensive Experience:

Facilitates creation of the 'right' products and services to resolve customer business issues.

Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

Advises others on creating customer focused environments in various scenarios.

Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.

Communicates and models the criticality of customer focus as an organizational strategy.

Data Gathering & Analysis:

Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

Level Working Knowledge:

Follows proper data gathering and analysis processes and policies.

Reports problems that arise in the data collection process.

Participates in gathering and analyzing an organization's data based on requirements.

Documents data from various sources and in various formats.

Utilizes basic data collection and evaluation tools and techniques.

Office Support Tools:

Knowledge of commonly used office hardware, software and equipment; ability to use the tools available at the desktop (for example: word processing, email, presentation software, and spreadsheets.)

Level Working Knowledge:

Describes the benefits and relative strengths of tools for a specific application.

Demonstrates some advanced functions of at least one product.

Performs first-level problem resolution before seeking help elsewhere.

Helps colleagues with desktop tools where necessary.

Works with all basic office-support products.

Service Excellence:

Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Level Extensive Experience:

Anticipates customers' needs and satisfies them proactively.

Resolves complex customer complaints or problems.

Teaches others how to deliver excellent customer service in a variety of settings.

Applies the concept of 'Moments of Truth' to customer service.

Participates in developing a variety of effective ways to deal with difficult customers.

Recover from a service failure in a way that enhances customer's esteem of the organization.

Decision Making and Critical Thinking:

Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

Level Working Knowledge:

Applies an assigned technique for critical thinking in a decision-making process.

Identifies, obtains, and organizes relevant data and ideas.

Participates in documenting data, ideas, players, stakeholders, and processes.

Recognizes, clarifies, and prioritizes concerns.

Assists in assessing risks, benefits and consideration of alternatives.

Effective Communications:

Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Level Extensive Experience:

Reviews others' writing or presentations and provides feedback and coaching.

Adapts documents and presentations for the intended audience.

Demonstrates both empathy and assertiveness when communicating a need or defending a position.

Communicates well downward, upward, and outward.

Employs appropriate methods of persuasion when soliciting agreement.

Maintains focus on the topic at hand.

Problem Solving:

Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Level Working Knowledge:

Identifies and documents specific problems and resolution alternatives.

Examines a specific problem and understands the perspective of each involved stakeholder.

Develops alternative techniques for assessing accuracy and relevance of information.

Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

Uses fact-finding techniques and diagnostic tools to identify problems.

Relationship Management:

Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Working Knowledge:

Provides prompt and effective responses to client requests and interactions.

Monitors client satisfaction levels on a regular basis.

Alerts own team to problems in client satisfaction.

Differentiates the roles and responsibilities in a business relationship.

Works with clients to address critical issues and resolve major problems.

Top Candidates Will Have:

Customer Service and Phone Que Experience

Bilingual in Spanish & English

Additional Information:

This position requires incumbents to be onsite in the Nashville main office five days per week.

Compensation & Benefits:

Summary Pay Range:

$ 74,124.00 - $118,608.00

• Compensation and benefits offered may vary depending on multiple individualized factors, job Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement