Remote Customer Experience Center Specialist

Job Description

Job Description

Overview

English & Bilingual (Spanish/English) Opportunities Available

Location: Remote (Greater Houston Area Residents Only)

Group 1 Automotive, Inc is seeking to hire a Remote Customer Experience Center Specialist . This role serves as the first point of contact for customers seeking vehicle service, delivering an exceptional customer experience while helping connect customers with the appropriate dealership resources.

The Remote Customer Service & Appointment Specialist is responsible for providing outstanding customer service by assisting customers with vehicle service inquiries, scheduling service appointments, and resolving questions in a professional and efficient manner. This position supports multiple Group 1 dealerships while serving as a trusted resource for customers throughout their service experience.

This is not a cold-calling sales role. Instead, you'll engage with customers who contact us directly, providing guidance on maintenance recommendations, warranty questions, roadside assistance, and appointment scheduling while ensuring every interaction reflects Group 1 Automotive's commitment to exceptional customer service.

The ideal candidate is customer-focused, enjoys helping others, communicates effectively, and thrives in a fast-paced environment where multitasking and attention to detail are essential.

Responsibilities

Customer Service

• Serve as the primary point of contact for inbound customer calls regarding vehicle service needs.
• Deliver exceptional customer service by professionally addressing customer questions and concerns.
• Build positive customer relationships while representing the Group 1 Automotive brand.

Appointment Scheduling

• Schedule service appointments for multiple dealership locations while maximizing service lane efficiency.
• Recommend appropriate appointments based on customer needs, manufacturer maintenance schedules, and dealership availability.
• Confirm appointment details and provide customers with service expectations.

Customer Support

• Respond to customer inquiries related to:
• Vehicle maintenance
• Service pricing
• Warranty coverage
• Roadside assistance
• Vehicle status updates
• Resolve customer concerns or coordinate with the appropriate dealership personnel to ensure timely resolution.

Documentation & Systems

• Accurately document customer interactions and appointment details within multiple computer systems.
• Maintain complete and accurate customer records while adhering to Company standards.
• Navigate multiple applications simultaneously while maintaining productivity and service quality.

Team Collaboration

• Partner with dealership Service Advisors, Service Managers, and other internal teams to support a seamless customer experience.
• Contribute to team performance goals while maintaining high customer satisfaction standards.
• Demonstrate behaviors consistent with Group 1 Automotive's Values of Integrity, Transparency, Professionalism, Teamwork, and Respect.

Qualifications

Required

• Minimum of six months of experience in:
• Customer service
• Call center
• Retail
• Hospitality
• Appointment scheduling
• Or another customer-facing environment
• Excellent verbal communication and active listening skills.
• Strong customer service and problem-solving abilities.
• Comfortable recommending services and asking for the appointment when appropriate.
• Strong computer proficiency with the ability to navigate multiple systems simultaneously.
• Excellent organizational skills with strong attention to detail.
• Reliable attendance and the ability to work independently in a remote environment.
• Professional home office with high-speed internet (minimum 30 Mbps).
• Must reside within the Greater Houston area.

Preferred

• Bilingual (English/Spanish).
• Automotive dealership or service experience.
• Experience with appointment scheduling or customer contact center environments.

Compensation & Benefits

• Pay—$15.00 per hour and opportunity for overtime
• Monthly performance bonus opportunities
• Overtime opportunities
• $80 monthly technology allowance
• Paid training
• Annual performance reviews with merit increases
• Performance-based paid time off
• Employee discounts on vehicles, parts, and service
• Employee referral bonus opportunities of up to $800

Schedule

Candidates must be available to work one of the following shifts:

• 10:00 AM – 7:00 PM
• 10:30 AM – 7:30 PM
• 11:00 AM – 8:00 PM
• Rotating Saturdays (work one Saturday, followed by two Saturdays off)
• Every Sunday off

Work Environment

• Fully remote position for candidates residing in the Greater Houston area.
• Fast-paced customer contact environment supporting multiple dealership locations.
• Work requires frequent interaction with customers, dealership personnel, and multiple computer systems while maintaining productivity and service quality.