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Our client is leading the way in transforming the automotive retail industry using AI-powered and scalable digital solutions. They aim to enhance customer experiences, drive sales growth, and streamline operations through cutting-edge technology and data-driven automation.
Position Summary
The Customer Service Representative is a customer-facing role responsible for managing inbound and outbound communications to support dealership service departments. The core goal is to schedule service appointments, address inquiries, follow up post-service, and nurture customer retention to help maintain client revenue and satisfaction.
Key Responsibilities
- Handle a high volume of inbound inquiries via phone, email, chat, and web leads.
- Conduct proactive outbound calls for service reminders, recall campaigns, and customer follow-ups.
- Schedule and confirm service appointments with precise customer details.
- Provide accurate information on maintenance services, pricing, warranty coverage, and recalls.
- Resolve customer concerns regarding service history or ongoing maintenance.
- Perform post-service follow-ups to ensure customer satisfaction and retention.
- Document all interactions and appointment details accurately in CRM and scheduling systems.
- Maintain service knowledge and collaborate with dealership teams to ensure seamless customer care.
- Meet performance targets for calls handled, appointments set, and customer satisfaction. Careers Page
Skills & Qualifications
Required:
- 2 years of experience in BDC, call center customer service, or automotive service roles in high-volume environments.
- Exceptional verbal and written communication with empathy and clarity.
- Strong customer service orientation and problem-solving skills.
- Proficient in CRM, scheduling tools, and communication platforms.
- Excellent organizational skills and multitasking capability.
- Results-driven with a consistent track record of meeting KPIs.
Preferred:
- Experience in automotive service operations (dealership service, auto parts, mechanic shop).
- Basic understanding of vehicle components and maintenance schedules.
- Bachelor's degree in a related field.
