Call Center Representative

Key Responsibilities

• Answer inbound calls promptly and professionally.
• Make outbound calls to schedule, confirm, and follow up on service appointments.
• Provide accurate information regarding service offerings, maintenance schedules, and dealership procedures.
• Respond to customer inquiries with professionalism, empathy, and urgency.
• Maintain a positive and customer-focused attitude during all customer interactions.
• Escalate customer concerns to management or appropriate dealership personnel when necessary.
• Schedule service appointments efficiently and accurately.
• Confirm upcoming appointments and conduct follow-up communications with customers.
• Aid in appointment reminders, missed appointment outreach, and customer retention initiatives.
• Ensure customer information and appointment details are accurately documented in CRM and dealership systems.
• Cook up with Service Advisors and Service Managers to support scheduling needs and service capacity.

Qualifications & Skills

• High school diploma or equivalent required.
• Previous customer service, call center, receptionist, BDC, or automotive dealership experience strongly preferred.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Strong organizational and time-management skills.
• Basic computer proficiency, including CRM systems, scheduling software, and Microsoft Office applications.
• Professional, dependable, and customer-focused attitude.
• Ability to work independently and as part of a team.

Benefits

• Health and dental insurance.
• Supplemental vision, dental, and life insurance.
• Paid time off and holidays.
• Short-term disability insurance.
• Life insurance coverage at no cost, fully paid by the employer.
• Employee Assistance Program.
• Fitness Club Discount.
• 401(k) retirement plan with company match.
• Employee discounts on parts and services.
• Ongoing training and career advancement opportunities.

Success Measures

• Consistently provide exceptional customer service.
• Meet or exceed appointment scheduling and customer satisfaction goals.
• Maintain accurate customer records and appointment information.
• Handle customer inquiries professionally and efficiently.
• Contribute to customer retention efforts through proactive communication and follow-up.
• Support a positive, productive, and customer-focused team environment.
• Maintain professionalism and reliability in attendance, punctuality, and performance.