Customer Care Specialist

Napleton Corporate • Oakbrook Terrace, IL

3d • $21 - $25 • Onsite

About The Position

The Customer Care Specialist serves as a point of contact for customers before and after service appointments. The role prepares customers for appointments by sending reminders, verifying their needs, and confirming appointment dates, times, and details. After service visits, the specialist contacts customers to check on their experience and vehicle, discuss customer surveys, and help resolve concerns. This position is suited to someone who enjoys helping customers, works well in a fast-paced environment, and is passionate about providing an outstanding experience by phone.

The role is full-time, Monday through Friday, from 8:00 a.m. to 5:00 p.m., in the office in Oakbrook Terrace. The stated pay range is $41,600–$52,000 per year, or $21.00–$25.00 per hour, paid hourly. The Ed Napleton Automotive Group is affiliated with more than 25 vehicle brands and 50+ dealerships across seven states, and has more than 3,500 employees nationwide.

Requirements

• At least 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.
• Must be 18 years of age or older to comply with the company driving policy.

Responsibilities

• Answer incoming calls and return calls, emails, and text messages in a timely manner.
• Confirm customer appointment details.
• Follow up with customers after service visits to assess satisfaction and address concerns.
• Handle customer complaints professionally and escalate issues when appropriate.
• Coordinate with Service Advisors as needed, including for follow-up appointments.
• Meet customer satisfaction index (CSI) goals and departmental performance metrics.
• Assist with administrative tasks as needed.
• Make a minimum of 80–100 outbound calls per day.
• Maintain a high customer satisfaction index (CSI).
• Respond to customer inquiries and issues within established service standards.
• Ensure accurate documentation of customer interactions.
• Contribute to customer retention and repeat business through exceptional customer service.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid vacation and sick time
• Paid training
• Discounts on products, services, and vehicles
• Growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed