Service Call Center Representative

Job Description

Job Description

Location: Cerritos (On-site) | Full-Time | Hourly Rate: $19/hr

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.

Responsibilities:

1. Customer Communication:

• 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.

2. Appointment Scheduling:

• Schedule service appointments based on customer preferences, vehicle availability, and service department capacity.
• Efficiently manage the service advisor's schedule to optimize appointment slots.

3. Follow-Up and Confirmation:

• Confirm appointments with customers and provide any necessary pre-appointment instructions.
• Follow up with customers to ensure satisfaction after service visits.

4. Data Entry and Documentation:

• Accurately enter customer information, service requests, and appointment details into the dealership's CRM system.
• Maintain organized records of customer interactions and appointments.

5. Product Knowledge:

• Stay up-to-date with the dealership's service offerings, pricing, and promotions.
• Provide accurate information and answer customer questions regarding services and maintenance.

6. Team Collaboration:

• 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.

7. Customer Satisfaction:

• 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.

Qualifications:

• 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.

Requirements:

• 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. You’ll also need to be 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

What We Offer:

• Unlock Your Potential – Free Training & Limitless Advancement Opportunities to Skyrocket Your Career Growth.
• Invest in Yourself – Tuition Reimbursement
• Health and Wellness First – Comprehensive Medical, Dental, and Vision Plans to Keep You and Your Family Thriving.
• Enjoy Complimentary Group Life Insurance for Added Peace of Mind.
• Your Network, Your Success – Employee Referral Bonus Program - Earn While Building a Stronger Team.
• Shop and Save with our generous discounts on Sales, Service, and Parts at Any Norm Reeves Location.
• Secure Your Future - Build Wealth with 401k Matching
• Smart Savings, Smart Choices – Section 125 Cafeteria Plan & Flexible Spending Account - Save on Taxes for Qualified Expenses.