Automotive Service Scheduler & Customer Advocate

The CAR Group (Norm Reeves Dealerships); Cerritos (CA); On-site; USD 21,593 - 30,754; Full time

Benefits offered by this job

Free training

Tuition reimbursement

Medical, dental, and vision plans

Group life insurance

Employee referral bonus

Discounts at Norm Reeves locations

401k matching

Section 125 Cafeteria Plan & Flexible

Job summary

The CAR Group (Norm Reeves Dealerships) in Cerritos, CA is seeking an Automotive BDC Service Representative to handle customer inquiries, schedule service appointments, and support the service department with exceptional customer service.

You will be the first contact for service questions, enter and track requests in the CRM, and collaborate with technicians to ensure a smooth, customer-focused service experience for guests.

Qualifications

• High school diploma or equivalent; some college coursework preferred.
• 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.

Responsibilities

• 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.
• Schedule service appointments based on customer preferences, vehicle availability, and service department capacity.
• Efficiently manage the service advisor's schedule to optimize appointment slots.
• Confirm appointments with customers and provide any necessary pre-appointment instructions.
• Follow up with customers to ensure satisfaction after service visits.
• Accurately enter customer information, service requests, and appointment details into the dealership's CRM system.
• Maintain organized records of customer interactions and appointments.
• Stay up-to-date with the dealership's service offerings, pricing, and promotions.
• Provide accurate information and answer customer questions regarding services and maintenance.
• 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.
• 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.

Skills

Customer service

Communication

Time management

Organizational skills

Multitasking

Professional demeanor

Education

High school diploma or equivalent

Some college coursework

Tools

CRM software

Job description

The CAR Group (Norm Reeves Dealerships) in Cerritos, CA is seeking an Automotive BDC Service Representative to handle customer inquiries, schedule service appointments, and support the service department with exceptional customer service.

You will be the first contact for service questions, enter and track requests in the CRM, and collaborate with technicians to ensure a smooth, customer-focused service experience for guests.