Automotive Call Center Agent
Key Responsibilities
- Manage and respond to inbound leads from AutoNation platforms and third-party sources (phone, web, and digital channels)
- Proactively identify and engage private-party sellers through outbound efforts and AI-assisted tools
- Educate customers on the “We’ll Buy Your Car” process and set clear expectations
- Schedule and confirm appraisal appointments at dealership locations
- Communicate consistently with customers via phone, text, and digital channels, leveraging AI where appropriate to increase efficiency and engagement
- Timely follow-up, including meeting the “check within the hour” commitment
- Utilize AI-powered systems to prioritize leads, assist with customer communication, and improve productivity
- Accurately document all interactions and updates within internal systems (CRM/lead management tools)
- Partner with dealership teams to ensure smooth handoff and customer experience at the store level
- Identify opportunities to convert customers into trade-in or purchase scenarios and refer appropriately to sales teams
Performance Expectations (KPIs)
- Appointment set rate and show rate
- Lead response time (speed-to-lead)
- Customer engagement and contact rate
- Conversion rate from lead to appointment
- Effective utilization of AI tools to drive efficiency and productivity
- Adherence to communication standards and process compliance
Qualifications
- High School diploma or equivalent
- Extremely self-motivated
- Ability to set and achieve targeted goals
- Demonstrated communication, prospecting, and interpersonal skills
- Organization and follow-up skills
- Experience and desire to work with technology
- Using sound judgement, research, and excellent interpersonal skills to make offers on vehicles
- Valid In-State Driver's License and an acceptable, safe driving record
- Ability to sit and stand for prolonged periods of time
Compensation and Benefits
The compensation for this position is hourly ($22/hour) with a monthly bonus incentive plan. The total target compensation for this role is between $4800-$6000 a month.
The typical schedule for this role is five (5) days per week, from 8:30AM - 5:30PM. This role requires the availability to work Saturdays.
- Exciting Benefits And Perks Await You
- Competitive compensation and 401k matching
- Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits
- Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
- Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
- Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide
About the Role
AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.
Skills
Strong communication, responsiveness, and the ability to create trust with customers
Benefits
None specified
Schedule
The typical schedule for this role is five (5) days per week, from 8:30AM - 5:30PM. This role requires the availability to work Saturdays.