Customer Care CSI Specialist
About The Position
The Ed Napleton Automotive Group is looking for a Customer Care Specialist. This role serves as a point of contact for customers before and after their service appointments. The responsibilities include preparing customers for their appointments through a reminder process, verifying customer needs, and confirming appointment details. After the visit, the specialist will contact the customer to check on their satisfaction with the service, discuss the customer survey, and help resolve any concerns. This position is ideal for someone who enjoys helping customers, thrives in a fast-paced environment, and is passionate about delivering an outstanding experience via phone. The Ed Napleton Automotive Group is affiliated with over 25 brands of new vehicles and 50+ dealerships throughout seven states, with over 3,500 employees nationwide, making it one of the largest automotive groups in the country and providing incredible growth opportunities.
Requirements
- 2+ years of retail, restaurant, hospitality or customer service experience
- Outstanding customer service and relationship-building skills
- Strong problem-solving and conflict-resolution abilities
- Attention to detail and accuracy
- Effective time management and prioritization
- Ability to remain calm under pressure
- Strong telephone etiquette and active listening skills
- Basic computer and data entry proficiency
- 18+ years of age or older to comply with company driving policy
Nice To Haves
- Maintain high customer satisfaction index (CSI)
- Respond to customer inquiries/issues within established service standards
- Ensure accurate documentation of customer interactions
- Contribute to customer retention and repeat business through exceptional customer service
Responsibilities
- Answer incoming calls (return calls), emails & text messages in a timely manner
- Confirm appointment details
- Follow up with customers after service visits to ensure satisfaction & address any concerns
- Handle customer complaints with professionalism and escalate issues when appropriate
- Coordinate with Service Advisors when needed & for any/all follow-up appointments
- Meet customer satisfaction (CSI) goals and departmental performance metrics
- Assist with administrative tasks as needed
- Responsible for a minimum of 80-100 outbound calls per day
Benefits
- Medical, Dental, Vision Insurance
- 401k
- Paid Vacation and Sick Time
- Paid Training
- Discounts on products, services, and vehicles
- Fantastic Growth Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
