Customer Service Representative

Job Title: Impound RepresentativeJob DescriptionThe Impound Representative facilitates the repossession of client-assigned collateral by leveraging information from skip tracing, repo operations, and directed impound placements. This role manages accounts through to resolution and coordinates vehicle recovery with internal teams, third-party companies, and a vendor network. You will spend much of your time contacting impound lots across the United States, understanding their rules, and navigating challenging conversations to secure the release of vehicles while meeting service level agreements.Responsibilities

• Respond to client requests via email, platform, and phone, focusing on successful resolution of assigned work within established Service Level Agreements (SLAs).
• Ensure timely, accurate, and sensitive delivery of impound-related information to direct clients and the vendor network.
• Process ACH payment submissions to the accounting department to enable next business day repossession when required.
• Communicate with third-party impound and tow facilities to confirm and negotiate fees, document requirements, and procedures for vehicle pickup.
• Follow all stated SLA requirements regarding updating clients on progress made toward impound resolution.
• Make high-volume outreach calls to impound lots across the United States, often contacting 3050 locations per day.
• Gather and interpret each impound lots rules, policies, and release procedures to facilitate vehicle recovery.
• Navigate difficult or reluctant impound lots by thinking on your feet, overcoming objections, and maintaining professional, persuasive communication.
• Coordinate recovery efforts with internal operations teams, third-party companies, and the broader vendor network to ensure efficient repossession.
• Maintain accurate records of all communications, fees, requirements, and account status updates in the appropriate systems.
• Provide consistent, professional customer service to all stakeholders, including clients, vendors, and impound facilities.
• Use Microsoft Office and other platforms to document activities, track progress, and support reporting needs.

Essential Skills

• At least 1 year of experience in dispatching, auto finance, or call center work.
• Recent experience in an outreach-focused role, such as making 3050 calls per day to external contacts.
• Strong customer service skills, with the ability to handle challenging conversations and maintain professionalism.
• Ability to think quickly and adapt in real time to overcome objections and secure vehicle releases.
• Experience using Microsoft Office applications for communication, documentation, and basic data entry.
• Comfort working in a dispatch or transportation-related environment with a focus on time-sensitive coordination.
• Clear verbal and written communication skills for interacting with clients, vendors, and impound facilities.
• Organizational skills to manage multiple accounts and tasks while meeting SLAs and deadlines.

Additional Skills & Qualifications

• Associate or bachelors degree is preferred but not required.
• Experience in transportation, repossession, or related industries is a plus.
• Experience in high-volume call center environments is advantageous.
• Ability to negotiate fees and requirements with third-party facilities.
• Strong problem-solving skills and resilience when dealing with reluctant or difficult counterparts.
• Comfort working with internal platforms and tools used for skip and repo operations.

Work EnvironmentThis position follows a standard daytime schedule, typically 8:00 a.m. to 5:00 p.m. or 8:00 a.m. to 4:30 p.m., depending on whether you take a half-hour lunch. You work on-site Monday through Thursday, with the option to work from home on Fridays once you have demonstrated proficiency in the role; the timing of hybrid flexibility depends on how quickly you ramp up. The environment is office-based, using computers, phones, and standard business software such as Microsoft Office to manage calls, documentation, and coordination activities. The company is experiencing growth after landing a major customer, creating opportunities for career advancement and future pay increases once you become a permanent employee. The culture supports professional development, upward mobility, and a balance of structured processes with the autonomy needed to manage complex conversations and negotiations. Job Type & LocationThis is a Contract to Hire position based out of Indianapolis, IN. Pay and BenefitsThe pay range for this position is $20.00 - $21.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits

available for this temporary role may include the following:

Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & LocationThis is a Contract to Hire position based out of Indianapolis, IN. Application DeadlineThis position is anticipated to close on Nov 11, 2026. Workplace TypeThis is a hybrid position in Indianapolis,IN.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.