Remote Customer Experience Center Specialist

About the role

Group 1 Automotive, Inc. is a Fortune 250 leader in global automotive retail, operating more than 250 dealerships and collision centers across the United States and United Kingdom. This role serves as the first point of contact for customers seeking vehicle service, delivering an exceptional customer experience while helping connect customers with the appropriate dealership resources.

Responsibilities

• Serve as the primary point of contact for inbound customer calls regarding vehicle service needs.
• Deliver exceptional customer service by professionally addressing customer questions and concerns.
• Build positive customer relationships while representing the Group 1 Automotive brand.
• Schedule service appointments for multiple dealership locations while maximizing service lane efficiency.
• Confirm appointment details and provide customers with service expectations.
• Respond to customer inquiries related to: Vehicle maintenance, Service pricing, Warranty coverage, Roadside assistance, Vehicle status updates.
• Resolve customer concerns or coordinate with the appropriate dealership personnel to ensure timely resolution.
• Accurately document customer interactions and appointment details within multiple computer systems.
• Maintain complete and accurate customer records while adhering to Company standards.
• Navigate multiple applications simultaneously while maintaining productivity and service quality.
• Partner with dealership Service Advisors, Service Managers, and other internal teams to support a seamless customer experience.
• Contribute to team performance goals while maintaining high customer satisfaction standards.
• Demonstrate behaviors consistent with Group 1 Automotive's Values of Integrity, Transparency, Professionalism, Teamwork, and Respect.

Qualifications

• Minimum of six months of experience in: Customer service, Call center, Retail, Hospitality, Appointment scheduling, or another customer-facing environment.
• Excellent verbal communication and active listening skills.
• Strong customer service and problem-solving abilities.
• Comfortable recommending services and asking for the appointment when appropriate.
• Strong computer proficiency with the ability to navigate multiple systems simultaneously.
• Excellent organizational skills with strong attention to detail.
• Reliable attendance and the ability to work independently in a remote environment.
• Professional home office with high-speed internet (minimum 30 Mbps).
• Must reside within the Greater Houston area.
• Preferred: Bilingual (English/Spanish), Automotive dealership or service experience, Experience with appointment scheduling or customer contact center environments.

Benefits

• Pay—$15.00 per hour and opportunity for overtime.
• Monthly performance bonus opportunities.
• Overtime opportunities.
• $80 monthly technology allowance.
• Paid training.
• Annual performance reviews with merit increases.
• Performance-based paid time off.
• Employee discounts on vehicles, parts, and service.
• Employee referral bonus opportunities of up to $800.

Schedule

• Candidates must be available to work one of the following shifts:
• 10:00 AM – 7:00 PM
• 10:30 AM – 7:30 PM
• 11:00 AM – 8:00 PM
• Rotating Saturdays (work one Saturday, followed by two Saturdays off)
• Every Sunday off

Work Environment

• Full-time remote position for candidates residing in the Greater Houston area.
• Fast-paced customer contact environment supporting multiple dealership locations.
• Work requires frequent interaction with customers, dealership personnel, and multiple computer systems while maintaining productivity and service quality.