Automotive Call Center Agent (KG)

King & George, LLC•Richmond, VA

2d•Onsite

About The Position

This position directly supports the customers vehicle operators and controls and monitors vehicle maintenance and repair costs. Responsible for answering calls from vehicle operators requesting routine or emergency vehicle services, coordinating with local vendors to provide services or repairs, verifying cost reasonableness for services, processing payment to vendors, and the data entry into the supporting software system. Working in a faced paced environment, ability to manage ambiguity, solution-oriented, and customer-focused.

Requirements

Proficient in written and oral communication skills according to skill requirements
Possess strong computer skills, able to read, write, and comprehend written instructional documents
Ability to function well in a high-paced and at times stressful environment
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
Ability to apply concepts of introductory algebra and geometry
Proficient Microsoft Office productivity suite
High school diploma or equivalent
At least two years of related experience required
Must be able to successfully pass as required a federal, state, or local government's background investigation

Nice To Haves

Automotive knowledge of two (2) or more years preferred

Responsibilities

Greet and develop an ongoing relationship with customers
Help customers care for and maintain their vehicles
Take customer calls and provide accurate, satisfactory answers to their queries and concerns
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Collaborate with other call center professionals to improve customer service
Help to train new employees and inform them about the companys customer management policies
Set up service appointments that align with the customer and vendor schedules
Serve as liaison between the vehicle operator and the vendor
Ask questions to effectively of customer to accurately identify and verify vehicle mileage and service needs
Provide customers with information schedule repair or maintenance appointments
Review vendor estimates and warranties on parts to ensure cost savings
Identify repeat repairs in the customers best interest
Work with vendors to determine necessary repairs and possible alternatives to cut costs
Administer new and used vehicle warranty repairs in accordance with warranty specifications
Write and verify accurate repair orders and include supporting documentation
Ensure on-time service is met, and address possible service issues with vendor performance
Maintain a high level of professionalism via multiple channels of communication including emails, and phone conversations