Customer Service Representative

Job Description

Job Description

The Customer Service Representative supports company growth by managing inbound and outbound leads, nurturing prospective clients, and ensuring timely, professional follow-up across all channels. This role bridges marketing, sales, and customer experience without carrying a traditional hard sales quota. Key Responsibilities

• Respond promptly to inbound inquiries (phone, email)
• Qualify leads based on established criteria
• Schedule appointments for sales or account teams
• Maintain accurate lead status and notes in CRM
• Conduct warm outbound outreach to prospects and past inquiries
• Follow structured follow-up cadences (calls, emails)
• Re-engage dormant or unconverted leads
• Share relevant information and resources to move prospects forward
• Log all interactions accurately in CRM
• Track lead sources, outcomes, and conversion stages
• Assist with reporting on lead volume, response time, and conversion metrics
• Coordinate with sales, marketing, and operations teams
• Provide feedback on lead quality and campaign performance
• Support sales team preparation with prospect insights
• Assist with customer handoffs after qualification
• Deliver a professional, helpful, and non-pushy first impression
• Answer basic questions and route complex inquiries appropriately
• Ensure consistent messaging and brand tone
• Identify opportunities to improve the prospect experience

Required

• Strong written and verbal communication skills
• Excellent organization and time management
• Comfort using CRM systems and digital tools
• Customer-focused, detail-oriented mindset
• Ability to manage multiple conversations simultaneously

Preferred

• Experience in business development, customer success, or inside sales
• Familiarity with CRM platforms (Salesforce)
• Experience in lead qualification or appointment setting
• Data-driven approach to follow-up and tracking

Ideal Candidate Traits

• Relationship-oriented
• Professional, confident communicator
• Proactive and self-motivated
• Collaborative team player

Compensation : $15.00 - $18.00 per hour

Benefits
Greater Rockford Auto Auction offers competitive benefits, including:

Insurance
Eligible on 1st of the following month following 60 days of continuous employment, employees can choose health, dental, and vision plans through United Health Care networks, with PPO or High Deductible options and an HSA.

Retirement
After six months, employees can contribute to a 401(k) with traditional or Roth options. GRAA matches 100% of contributions up to 3% and 50% for the next 2%.

Other Benefits

• Holidays
• Paid Time Off
• Aflac Supplemental Insurance Plans
• Group Life Insurance
• Voluntary Life Insurance
• Employee Assistance Program

Greater Rockford Auto Auction, Inc. ("GRAA") is an equal opportunity employer. GRAA does not discriminate on the basis of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status, unfavorable discharge from military service, or any other characteristic protected by applicable law.