Brand Engagement Center (BEC), Customer Relations Representative

Toyota Brand Engagement Center Advocate Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world's most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We're looking for talented team members who want to Dream. Do. Grow. with us. Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future. Toyota and Lexus' Brand Engagement Center (BEC) is looking for a highly motivated and qualified BEC Advocate (Customer Relations Representative) to work full-time in our world-class contact center. The primary responsibility of this role requires you to interface with Toyota and Lexus owners, dealerships, and field/area offices regarding inquiries and/or complaints to positively impact owner satisfaction and retention. This position provides an excellent overall foundation for team members with particular emphasis in the areas of product knowledge, expectations of Toyota and Lexus guests, and overall workings of the company. Start your career with Toyota and learn the foundation of what makes Toyota successful...our guests. Bring your experience and see how it translates into various career paths within the organization. Center Operating Hours Monday-Friday from 7 am - 7 pm CST & Saturday from 8 am - 6 pm CST Team Members who support Toyota de Puerto Rico have a start time of 6 am CST during part of the year to account for daylight saving time ***You must be available to work anytime during center operating hours including Saturdays and company-paid holidays *** Training 12 weeks of in-office paid training at our Plano Headquarters Training schedule is Monday-Friday from 8am-5pm CST Pay / Benefits $55,800 is the starting salary and benefits are effective on day one (1) Schedule will be given following training. What you'll be doing Direct interface with Toyota and Lexus guests by responding to incoming phone calls regarding inquiries and/or complaints Analyze guest concerns/inquires and handles accordingly Take ownership of incoming communication; investigates and resolves various questions and concerns that are dealer, sales, service, or product related Combine active listening with proactive decision-making skills to benefit Toyota and Lexus guests Multitasking daily. Talking and typing while actively listening to the guest; utilizing multiple software applications at once Research unique guest requests using online resources and identify opportunities to improve the guest experience Support in-vehicle technology and apps, as it relates to assisting guests with setting up and troubleshooting their multi-media products, phone pairing and navigation High emotional intelligence to effectively support low-effort guest experience Attendance and punctuality are essential for this position Opportunity to transition to guest interactions via letters, e-mails, social media, and/or chats will be available based on phone performance and business need What you bring High School Diploma required, bachelor's degree or higher preferred Strong verbal and written communication skills with the ability to build trust and rapport High emotional intelligence, empathy, and active listening skills Proven ability to deliver exceptional customer experiences in a fast-paced, customer-facing or phone environment Ability to navigate complex customer situations with professionalism and sound judgment Strong problem-solving skills with a passion for identifying root causes and driving resolution Comfortable multitasking across multiple systems and learning new technology quickly Resilient and adaptable, with the ability to remain composed during challenging interactions Coachable mindset with a commitment to continuous learning and improvement Reliable, accountable, and committed to meeting performance and schedule expectations Team-oriented with a customer-first mindset and a passion for delivering outstanding experiences Motivated by quality, customer satisfaction, and making a meaningful impact Added bonus if you have Bachelor's degree or higher Speak, read and write Spanish fluently Automotive experience (i.e., dealership, technician, worked for another automotive company, etc.) Experience working with technology (i.e., Bluetooth pairing, navigation, smartphone) Familiarity with social media Thrive in a fast-paced, dynamic environment Proficiency in Microsoft Office (Excel, PowerPoint, Word) Experience in a non-transactional contact center environment focused on customer advocacy, case management, problem resolution, or brand experience What we'll bring A work environment built on teamwork, flexibility, and respect Professional growth and development programs to help advance your career, as well as tuition reimbursement Team Member Vehicle Purchase Discount Toyota Team Member Lease Vehicle Program (if applicable) Comprehensive health care and wellness plans for your entire family Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute Paid holidays and paid time off Referral services related to prenatal services, adoption, childcare, schools and more Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA) Belonging at Toyota Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law. Have a question, need assistance with your application or do you require any special accommodations? Please send an email to View email address on click.appcast.io.