Automotive Call Center Service Representative

Hoselton Auto Mall•East Rochester, NY

2d•Onsite

About The Position

We are seeking a personable individual with a desire to give exceptional customer service over the phone to join our Service Call Center Team! This is a great opportunity to work in a SMALL call center as part of a team environment. Our technology disperses calls evenly so you don't have to try to answer phones faster than others! The Call Center Customer (CCC) Service Representative is responsible and accountable for producing committed scheduled appointments between customers and the dealership managers/service writers/staff to achieve departmental gross profit and performance standards through dedicated specialized telephone activity while enhancing C.S.I. and service volumes.

Requirements

At least 1 year of customer service experience
Demonstrate a genuine desire and the ability to work as a team with other professionals to provide exceptional customer service to our guests
Have an outgoing and fun personality
Be able to multi-task, have basic computer skills and the ability to learn new software systems
Be at least 18 years old, eligible to work in the US and able to pass a drug screen
Must speak clearly and have a pleasant phone manner
Should be organized, self-disciplined and a quick learner
Ability to multi-task and prioritize workload
High motivation, work ethic, and enthusiasm
Professional appearance and attitude
Must possess excellent verbal and written communication skills
Must possess computer knowledge and/or experience
Must be able to pass a drug test

Nice To Haves

Call center experience is preferred but not required

Responsibilities

Schedule service appointments for our customers
Answer and address incoming customer inquiries via telephone, online chat, and email
Update/collect customer's contact information
Input/correct information into appropriate databases
Follow up with customers using outbound phone scripts and customer contact lists
Complete outbound calls for NYS Inspection, 6 months past service, and 1-year past service customers to schedule service appointments
Complete outbound ‘Thank-you for service visit/purchase’ follow up calls
Complete outbound ‘Customer satisfaction’ follow up calls
Complete outbound ‘Special order parts’ follow-up calls
Contact “No Show” customers and reschedule their service appointments for a more convenient day and time
Maintain Customer Relationship Management database
Perform other duties and responsibilities as needed