Remote Customer Experience Center Specialist

Group 1 Automotive, Inc.•Houston, TX

6d•Remote

About The Position

Group 1 Automotive is seeking a remote Customer Experience Center Specialist to serve as the first point of contact for customers seeking vehicle service. The specialist provides an exceptional customer experience while connecting customers with appropriate dealership resources and supporting multiple Group 1 dealerships. This is not a cold-calling sales role; customers contact the center directly for assistance with vehicle service inquiries, maintenance recommendations, warranty questions, roadside assistance, vehicle status updates, and appointment scheduling. The ideal candidate is customer-focused, communicates effectively, enjoys helping others, and can multitask with attention to detail in a fast-paced customer contact environment. The position is fully remote for candidates who reside in the Greater Houston area and have a professional home office with high-speed internet of at least 30 Mbps. Candidates must be available for one of the listed afternoon/evening shifts, with rotating Saturdays and every Sunday off.

Requirements

At least six months of experience in customer service, a call center, retail, hospitality, appointment scheduling, or another customer-facing environment.
Excellent verbal communication and active listening skills.
Strong customer service and problem-solving abilities.
Comfort recommending services and asking for the appointment when appropriate.
Strong computer proficiency and the ability to navigate multiple systems simultaneously.
Excellent organizational skills and attention to detail.
Reliable attendance and ability to work independently in a remote environment.
Professional home office with high-speed internet of at least 30 Mbps.
Must reside in the Greater Houston area.
Availability to work one of the listed shifts: 10:00 AM–7:00 PM, 10:30 AM–7:30 PM, or 11:00 AM–8:00 PM.
Availability for rotating Saturdays: work one Saturday followed by two Saturdays off.

Nice To Haves

Bilingual in English and Spanish.
Automotive dealership or service experience.
Experience with appointment scheduling or customer contact center environments.

Responsibilities

Serve as the primary point of contact for inbound customer calls about vehicle service needs.
Address customer questions and concerns professionally and build positive customer relationships while representing Group 1 Automotive.
Schedule service appointments across multiple dealership locations while maximizing service lane efficiency.
Recommend appointments based on customer needs, manufacturer maintenance schedules, and dealership availability.
Confirm appointment details and explain service expectations.
Respond to inquiries about vehicle maintenance, service pricing, warranty coverage, roadside assistance, and vehicle status updates.
Resolve customer concerns or coordinate with dealership personnel to ensure timely resolution.
Document customer interactions and appointment details accurately in multiple computer systems.
Maintain complete and accurate customer records in accordance with company standards.
Navigate multiple applications simultaneously while maintaining productivity and service quality.
Partner with dealership Service Advisors, Service Managers, and other internal teams to support a seamless customer experience.
Contribute to team performance goals while maintaining high customer satisfaction standards.
Demonstrate Group 1 Automotive's values of integrity, transparency, professionalism, teamwork, and respect.