CUSTOMER SERVICE REPRESENTATIVE

Job Description

Job Description

CUSTOMER SERVICE REPRESENTATIVE

The Brain Department Coordinator (CSR) serves as the first point of contact for customers and plays a key role in ensuring a seamless and positive dealership experience. This role involves greeting and assisting customers, coordinating shuttle services, providing timely updates, managing vehicle readiness, and supporting communication between departments. The Coordinator ensures all customers are supported efficiently, professionally, and in alignment with the dealership’s customer service standards.

Core Responsibilities:

1. Customer Greeting & First Contact
• Greet every customer in a friendly, professional manner upon arrival at the dealership.
• Ensure all guests feel welcomed and attended to immediately.
• Maintain a positive and helpful presence in the service area.
2. Shuttle Coordination
• Schedule shuttle drop-offs and pick-ups for service customers.
• Maintain an accurate shuttle list and follow up with customers waiting for shuttle service.
• Communicate with shuttle drivers to ensure efficient and timely transport.
3. Customer Updates
• Provide hourly updates to customers waiting for their vehicles in the service department.
• Inform customers of any delays, status changes, or estimated wait times.
• Follow up regularly until the customer’s vehicle is ready for pickup.
4. Car Wash & Vehicle Readiness
• Follow up with service advisors and monitor the car wash times and communicate estimated completion times to customers.
• Collaborate with wash and service teams to streamline delivery readiness.
5. Sales Coordination for Orphan Customers
• Identify customers without an assigned sales representative ("orphan customers").
• Promptly assign and introduce them to an available salesperson.
• Share relevant customer information with the sales team to ensure a smooth transition and support the sales process

6. General Communication & Coordination

• Maintain open communication between service, sales, porters, and shuttle teams.
• Proactively manage customer needs and ensure all team members are informed.
• Represent the dealership’s customer service standards at all times.
• Assits in keeping manuals, wheel locks, and keys in order
• Completes delivery process after a sale
• Follows up with customers over the phone for plates and registration

Requirements:

• Bilingual in Spanish
• Strong communication and interpersonal skills
• Prior experience in customer service (auto industry is a plus)
• Comfortable with computers, scheduling software, and multitasking

E ducation/Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Vision insurance

About Us:

At Charlie Clark Auto Group, (AMARU), we lead with LOVE in everything we do, towards our people, our community, our family, and our faith. Rooted in the enduring values and legacy of Charles and Dorothy Clark, Maricruz Aurora Aguirre, Nana, and those who paved the way before us, LOVE is the driving force behind everything we do. Join us and be part of our ORALÉ TEAM!