Call Center Representative

Responsibilities

• Promptly respond to all incoming internet leads, phone calls, and inquiries (speed matters—customers are usually shopping multiple dealerships at once)
• Makes consistent outbound calls, texts, and emails to engage potential customers and generate appointments
• Schedule and confirm appointments for the sales team, ensuring customers actually show up (the real challenge)
• Follow up with customers who have inquired, visited, or ghosted—sometimes more than once, and always professionally
• Build rapport quickly and create a positive first impression of the dealership (you are the first voice they hear)
• Accurately log all customer interactions, notes, and updates in the CRM (if it’s not in the CRM, it didn’t happen)
• Work closely with the sales team to ensure a smooth handoff from online interest to in-store experience
• Handle objections, questions, and the occasional “I’m just looking” with confidence and professionalism
• Maintain a high level of energy and consistency, even during high-volume call periods or slower response days
• Continuously improve communication strategies to increase engagement, appointment set rates, and show rates
• Represent the dealership brand in a friendly, helpful, and professional manner across all communication channels

Qualifications

• US Work Authorization
• 18 years or older
• Customer Service Experience
• Basic Computer Skills
• Excellent verbal and written communication skills
• Ability to understand customer needs and provide solutions
• Strong customer relationship management skills
• Knowledge of the automotive industry and being bilingual (English/Spanish) is a plus
• Familiarity with CRM tools like Promax or similar is a plus
• This is an in-person position only; no remote positions offered