Call Center Representative

Aston Carter•Warrington Township, PA

1d•Onsite

About The Position

The Call Center Representative supports customers throughout the vehicle purchasing journey, from initial online or phone inquiries through to the point of sale. This role focuses on responding to customer questions about new and pre-owned vehicles, setting and attending appointments, and guiding customers through all steps of the sales process in a professional, customer-focused manner.

Requirements

At least 2 years of phone-based customer service experience.
Proficiency with Microsoft Office applications.
Strong verbal communication skills and comfort speaking with customers via telephone.
Professional written communication skills for responding to customers via email.
Ability and willingness to perform accurate data entry and maintain customer records in a database.
Demonstrated customer service skills, including active listening and problem solving.
Ability to manage multiple customer inquiries and follow-ups in a fast-paced environment.

Nice To Haves

Experience answering incoming customer inquiries via phone and email.
Experience recording customer information in a customer service or CRM database.
Ability to collaborate with team members and leadership to stay informed about new products, services, and policies.
Strong interpersonal skills with the ability to engage with clients in a friendly, professional manner.
Interest in learning about vehicle features, options, and accessories.
Goal-oriented mindset with the ability to set and work toward personal performance and income goals.

Responsibilities

Respond to customer inquiries about new and pre-owned vehicle inventory via telephone and internet on a daily basis.
Answer customer phone calls and reply to customer emails promptly each day.
Promptly respond to incoming sales calls and customer inquiries as they are received.
Ask thoughtful questions and actively listen to customers to determine their vehicle needs and preferences.
Recommend alternative vehicle options when the original choice is not available or not ideal for the customer.
Stay current on new products, features, and accessories, and recommend relevant options to customers.
Make daily follow-up calls to customers according to a predetermined work plan.
Maintain a follow-up system that encourages repeat and referral business and supports high customer satisfaction.
Maintain and consistently use a prospect development system to build and manage potential customer relationships.
Schedule appointments with prospects to visit the showroom or meet at a location of their choice.
Meet with prospects during scheduled appointment times, review vehicle choices and features, and guide them through all steps of the sales process.
Finalize purchases and complete required paperwork in collaboration with dealership staff.
Establish, implement, and maintain personal income goals that align with dealership productivity standards.
Occasionally move vehicles from the lot to the front of the store for customer test drives.
Accompany customers on test drives and provide information about vehicle features and performance.
Answer incoming customer inquiries via phone and email in a friendly, professional manner.
Collaborate with leadership and team members to stay updated on new products, services, and policies.
Accurately record and update customer information in the customer service database.
Engage with clients professionally while actively listening to their concerns and addressing their questions.