Brand Experience Advocate — Customer Care

Toyota North America; Plano (TX); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

Team Member Vehicle Purchase Discount

401(k) with company match

Paid holidays & PTO

Comprehensive health care and wellness

Job summary

Toyota North America is seeking a BEC Advocate (Customer Relations Representative) for our Plano, TX headquarters to handle Toyota and Lexus guest inquiries and complaints in a full-time capacity.

You will engage with owners, dealerships, and field offices, resolving issues and improving owner satisfaction. Training is provided; bilingual skills are a bonus. Comprehensive benefits begin on day one.

Qualifications

• High School Diploma required, bachelor’s degree or higher preferred.
• Excellent verbal and written communication; ability to build trust and rapport.
• Strong emotional intelligence and active listening; handle complex customer situations.

Responsibilities

• Serve as a primary contact for Toyota and Lexus guests by answering incoming phone calls regarding questions, concerns, and complaints.
• Listen to guest needs, assess concerns, and determine the appropriate next steps for resolution.
• Own guest communications from start to finish by researching and resolving questions related to dealers, sales, service, and products.
• Use active listening, sound judgment, and problem-solving skills to support a positive guest experience.
• Manage multiple tasks at once, including speaking with guests, documenting information, and using multiple software systems simultaneously.
• Research unique guest requests using approved resources and tools to identify solutions and opportunities to enhance the guest experience.
• Assist guests with in-vehicle technology and connected services, including multimedia setup, phone pairing, and navigation troubleshooting.
• Demonstrate emotional intelligence and professionalism while delivering efficient guest support.
• Maintain consistent attendance and punctuality, which are essential to success in this role.
• Based on performance and business needs, opportunities may be available to support guests through email, letters, social media, and chat.

Skills

Strong verbal and written communicate

Empathy and emotional intelligence

Active listening

Problem solving

Multitasking across systems

Reliable and punctual

Team oriented

Customer-first mindset

Education

High School Diploma

Bachelor’s degree (preferred)

Tools

Microsoft Office

Job description

Toyota North America is seeking a BEC Advocate (Customer Relations Representative) for our Plano, TX headquarters to handle Toyota and Lexus guest inquiries and complaints in a full-time capacity.

You will engage with owners, dealerships, and field offices, resolving issues and improving owner satisfaction. Training is provided; bilingual skills are a bonus. Comprehensive benefits begin on day one.