Service Call Center Associate

Job Summary

As a Service Call Center Associate you will play a crucial role in delivering exceptional customer service over the phone. Serving as the primary point of contact for customers with vehicle service inquiries, you will need to possess excellent communication and problem-solving skills to effectively assist customers.

Responsibilities

• Answer all incoming phone calls promptly, courteously, and efficiently
• Monitor and respond to all incoming emails, texts, and virtual messages in a timely and professional manner
• Schedule service appointments accurately while confirming customer needs and availability
• Conduct outbound calls to customers for follow-ups, confirmations, and service-related outreach
• Maintain a consistently friendly, professional, and customer-focused demeanor with both internal teams and external customers
• Clearly and consistently communicate customer inquiries, concerns, and special requests to Service Advisors
• Aid customers with the loaner vehicle process in accordance with McCluskey Automotive policies and availability
• Perform additional duties and administrative tasks as assigned by the supervisor or management

Qualifications

• Previous automotive dealership, call center, or BDC experience preferred
• Familiarity with CRM/DMS systems (e.g., Tekion, Reynolds, CDK)
• Calm under pressure and conflict resolution skills
• High school diploma or GED
• Strong verbal and written communication skills
• Professional phone presence and customer-focused mindset
• Basic computer proficiency and CRM experience (or willingness to learn)
• Excellent listening and relationship-building skills
• Strong organization and follow-up ability
• Ability to overcome objections and guide conversations
• Team-oriented with a positive attitude
• Dependable, punctual, and goal-driven

Benefits

• Medical, dental, and vision benefits
• Voluntary benefits available
• Paid time off upon hire
• Paid company holidays
• 401(k) with employer match
• Growth potential
• Automotive discounts