Service Support Representative

Toyota of Naperville•Naperville, IL

5d•Onsite

About The Position

Toyota of Naperville is searching for a Service Support Representative. This role assists the service department by supporting customer communication, service advisors, and operational workflow to ensure a smooth and efficient service process. This role works closely with the service team to manage customer inquiries, schedule and confirm appointments, support repair order processes, and help deliver an exceptional service experience. This full-time role will work four weekdays from 11:00 AM - 8:00 PM and Saturdays from 9:00 AM - 6:00 PM. One weekday and Sunday are off.

Requirements

Excellent communication skills, both verbal and written.
Strong customer service skills with a focus on building relationships.
Ability to work in a fast-paced environment and handle multiple tasks.
Positive attitude, strong work ethic, and a drive to succeed.
Tech-savvy with the ability to learn new software tools quickly.
BDC/Dealership experience is required

Responsibilities

Respond to customer inquiries through dealership CRM and DMS systems including phone calls, emails, text messaging, and online service requests
Maintain a response time goal of 20 minutes or less for customer inquiries when possible
Schedule, confirm, and follow up on service appointments
Provide customers with updates regarding service status, pricing estimates, and appointment availability
Assist with creating and managing repair orders (ROs), including recall repairs from outside dealerships when applicable
Communicate with service advisors and technicians to ensure accurate and timely information is provided to customers
Complete outbound communication efforts including a minimum of 50 outbound calls per day
Assist customers arriving for service pick-up by locating and pulling vehicles from the lot when necessary
Operate within the service drive when necessary to support guest flow and dealership operations