Service Call Center Representative

Norm Reeves•Cerritos, CA

1d•Onsite

About The Position

The Automotive BDC Service Representative plays a critical role in the success of the dealership's service department by efficiently managing customer inquiries, scheduling service appointments, and ensuring exceptional customer service. This position serves as the initial point of contact for service-related inquiries and plays a key role in maintaining customer satisfaction and retention.

Requirements

High school diploma or equivalent; some college coursework preferred.
Previous experience in a customer service or call center role is advantageous.
Knowledge of automotive services, maintenance, and repair terminology is a plus.
Strong communication skills, both written and verbal.
Proficiency with computer systems and CRM software.
Excellent organizational and time-management skills.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Customer-focused attitude with a commitment to delivering exceptional service.
Flexibility to work evenings, weekends, and holidays as needed.
Reliable transportation.
Willingness to undergo training and stay current on automotive service trends.
Commitment to maintaining a professional and courteous demeanor when interacting with customers.
Ability to handle high call volumes and stressful situations calmly and professionally.
Full-time availability.
At least 18 years old.
Strong communication skills with both Norm Reeves staff and guests.
Be able to work comfortably both with guests in-person and via phone calls.
A professional appearance and work ethic.
Excellent organizational and follow-up skills.
Ability to multi-task in a fast-paced environment.

Nice To Haves

Some college coursework preferred.
Previous experience in a customer service or call center role is advantageous.
Knowledge of automotive services, maintenance, and repair terminology is a plus.

Responsibilities

Respond promptly and professionally to incoming service inquiries via phone, email, and chat.
Engage with customers to understand their service needs and provide relevant information.
Schedule service appointments based on customer preferences, vehicle availability, and service department capacity.
Efficiently manage the service advisor's schedule to optimize appointment slots.
Confirm appointments with customers and provide any necessary pre-appointment instructions.
Follow up with customers to ensure satisfaction after service visits.
Accurately enter customer information, service requests, and appointment details into the dealership's CRM system.
Maintain organized records of customer interactions and appointments.
Stay up-to-date with the dealership's service offerings, pricing, and promotions.
Provide accurate information and answer customer questions regarding services and maintenance.
Collaborate closely with service advisors, technicians, and other departments to ensure a smooth service experience for customers.
Communicate any special customer requests or concerns to the appropriate team members.
Strive to exceed customer expectations by delivering excellent service and addressing any concerns or issues promptly.
Gather and report customer feedback to management for continuous improvement.