Job Description

Automotive Call Center Service Representative

Summary

Title: Automotive Call Center Service Representative

ID: 1016

Description

Do you enjoy being on the phone and helping customers?

Do you have a passion for cars and are looking to start a career in the auto industry?

We are seeking a personable individual with a desire to give exceptional customer service over the phone to join our Service Call Center Team!

Schedule: Monday-Thursday 8:00 AM - 5:00 PM, Fridays OFF, Saturday 8am-4pm

Compensation:

• Base Pay: $17.00 - $19.00 hour

• Bonus/Commissions: Weekly performance-based bonuses/commissions based on the number of service calls handled (inbound and outbound) and total outbound appointments set including a payout for every appointment set. Bonus/Commissions are directly tied to your productivity.

This position rewards high performers — the more calls you handle and appointments you set, the more you earn!

Why Hoselton Auto Mall? We offer......

• We have a great team and are growing!

• A fantastic work environment with state-of-the-art technology and TONS of opportunity for advancement!

• Generous Paid Time Off & Holidays!

• Medical insurance as low as $13/week, dental as low as $4/week and vision as low as $1/week

• $500 employer sponsored FSA benefit card

• 401(k) retirement plan (with profit sharing & employer match )

• Group Life & Disability Insurances

• FREE Tickets to Amerks, Red Wings & CMAC!

• Discounts on CARS, Parts, Service!

• See our "Welcome to Our Family" video here:

What does a CCC Service Representative do?

• The primary objective is to schedule service appointments for our customers

• Answer and address incoming customer inquiries via telephone, online chat, and email.

• Inquiries include customers scheduling appointments, getting quotes, asking general questions or needing to speak with their service advisor

• Update/collect customer's contact information input/correct information into appropriate databases

• Follow up with customers using outbound phone scripts and customer contact lists

• Outbound calls include following up on recent service visits, reminders of upcoming needed service (i.e. NYS inspections), etc.

• This is a great opportunity to work in a SMALL call center as part of a team environment. Our technology disperses calls evenly so you don't have to try to answer phones faster than others!

You Should...

• Have at least 1 year of customer service experience(call center experience is preferred but not required)

• Demonstrate agenuine desire and the ability to work as a team with other professionals to provide exceptional customer service to our guests

• Have an outgoing and fun personality

• Be able to multi-task, have basic computer skills and the ability to learn new software systems

• Be at least 18 years old, eligible to work in the US and able to pass a drug screen

Don't wait...click Apply Now.

POSITION SUMMARY

The Call Center Customer (CCC) Service Representative is responsible and accountable for producing committed scheduled appointments between customers and the dealership managers/service writers/staff to achieve departmental gross profit and performance standards through dedicated specialized telephone activity while enhancing C.S.I. and service volumes.

DUTIES AND RESPONSIBILITIES

The Call Center Customer (CCC) Service Representative is accountable for performing the duties and responsibilities described below. The list, however, is not necessarily an exhaustive description of the duties and responsibilities associated with the job.

• Answer and address incoming customer inquiries via telephone, online chat, and email

• Schedule service appointments

• Update/collect customer’s name, multiple phone numbers and email address from all incoming calls and input/correct information into appropriate databases

• Contact customers using management approved outbound phone scripts and customer contact lists

• Complete outbound calls for NYS Inspection, 6 months past service, and 1-year past service customers to schedule service appointments

• Complete outbound ‘Thank-you for service visit/purchase’ follow up calls

• Complete outbound ‘Customer satisfaction’ follow up calls

• Complete outbound ‘Special order parts’ follow-up calls

• Contact “No Show” customers and reschedule their service appointments for a more convenient day and time

• Maintain Customer Relationship Management database

• Perform other duties and responsibilities as needed

EXPECTATIONS

• Demonstrate a strong dedication to customer service

• Adhere to the National and State Do Not Call policies and procedures

• Adhere to Company Policies and Procedures, including the dress code

• Perform duties as workload necessitates

• Maintain a positive and respectful attitude

• Communicate regularly with supervisor about department issues verbally and/or in written form

• Demonstrate flexible and efficient time management and ability to prioritize workload

• Consistently report to work on time prepared to perform duties of the position

• Strive for harmony and teamwork within the department and between other departments

• Communicate verbally and non-verbally clearly, concisely and with enthusiasm in all interactions

• Listen actively to understand others completely

• General housekeeping – maintaining a clean and efficient work area free of debris and clutter

REQUIRED COMPETENCIES

• Must speak clearly and have a pleasant phone manner

• High volume call center experience preferred but not required

• Should be organized, self-disciplined and a quick learner

• Ability to multi-task and prioritize workload

• High motivation, work ethic, and enthusiasm

• Professional appearance and attitude

• Must possess excellent verbal and written communication skills

• Must possess computer knowledge and/or experience

• Must be at least 18 years of age and eligible to work in the U.S.

• Must be able to pass a drug test

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Stand, walk, sit

• Use hands to handle the phone, computer mouse and keyboard, etc.

• Bend, stretch, and reach with arms and legs

• Climb, balance, stoop, kneel, crouch

• Talk, hear and smell

• Lift and move up to 20 pounds

• Vision requirements include closeness, distance, peripheral, depth perception and the ability to focus

• Use physical and manual dexterity

• Ability to sit for a long period of time in an office chair

• Use computers and office equipment as part of their daily functions

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May be exposed to moderate noise (i.e., office machines, computer printers and light traffic)

WORK SCHEDULE

Employees are regularly scheduled for hours within the confines of our operating hours. Overtime as needed and approved by the manager. All employees are required to take meal breaks in accordance with New York state law.

1. Hoselton Automall is an equal opportunity employer.

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