Communication Specialist

Bozard Ford Co; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

Bozard Ford Co in the United States is seeking a Communication Center Representative to be the voice of the service department. You will handle inbound and outbound calls, emails, and online inquiries, schedule service appointments, and provide accurate information about services and promotions.

You will input and update customer data in the CRM, coordinate with service advisors and technicians to optimize scheduling, and perform after-service follow-ups to ensure a positive experience and

Qualifications

• High school diploma or college degree (preferred).
• Previous experience in customer service, communications center, or automotive environment (preferred).
• Proficient in dealership software and scheduling systems.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.

Responsibilities

• Handle inbound service calls, emails, and online inquiries with professionalism and efficiency.
• Make outbound calls to schedule, confirm, and follow up on service appointments.
• Provide accurate information about services, promotions, and vehicle maintenance.
• Accurately input and update customer information in the CRM system.
• Utilize dealership systems to efficiently schedule service appointments.
• Coordinate with service advisors and technicians to optimize appointment scheduling.
• Contact customers post-service to ensure a positive experience and address any concerns.
• Maintain follow-up schedules for recalls, declined services, and vehicle maintenance milestones.
• Work closely with service personnel and the Communications Center Manager to improve workflows.

Skills

Customer Service

Communication Skills

Phone & Email Handling

Data Entry / CRM input

Problem Solving

Education

High School Diploma or GED

Tools

CRM Software

Scheduling Systems

Job description

The Communication Center Representative is a key member of the dealership’s service team, responsible for fostering strong customer relationships and ensuring exceptional service experiences. This role involves handling inbound and outbound communications with customers to schedule service appointments, follow up on service inquiries, and perform after “service” follow up calls to ensure a positive customer experience. The representative acts as a bridge between the customer and service team, ensuring seamless and professional interaction.Key ResponsibilitiesCustomer EngagementHandle inbound service calls, emails, and online inquiries with professionalism and efficiency.Make outbound calls to schedule, confirm, and follow up on service appointments.Provide accurate information about services, promotions, and vehicle maintenance.Accurately input and update customer information in the CRM system.Appointment SchedulingUtilize dealership systems to efficiently schedule service appointments.Coordinate with service advisors and technicians to optimize appointment scheduling.Customer Follow-UpContact customers post-service to ensure a positive customer experience and address any concerns.Maintain follow-up schedules for recalls, declined services, and vehicle maintenance milestones.CollaborationWork closely with service personal and the Communications Center Manager to improve service workflows and customer experiences.Participate in training sessions to stay updated on dealership services and promotions.QualificationsHigh school diploma or college degree (preferred).Previous experience in customer service, communications center, or automotive environment (preferred).Proficient in dealership software and scheduling systems.Excellent verbal and written communication skills.Strong problem-solving abilities and attention to detail.Why This Role Is ImportantThe Communication Center Representative plays a vital role in maintaining and enhancing customer experience, a cornerstone of Bozard’s success. Here is why their role matters:Customer Retention: By providing excellent service and consistent follow-ups, representatives help build long-term customer loyalty, ensuring repeat business and referrals.Efficiency: They streamline appointment scheduling and communication, maximizing shop capacity and efficiency in the service process.Revenue Growth: Through effective communication, they recommend maintenance services, recalls, and promotions, contributing to Bozard’s financial health.Customer Experience: By acting as a direct point of contact, they ensure a personalized and attentive experience, which strengthens Bozard’s reputation.In summary, the Communication Center Representative is the voice of the dealership, making every customer interaction an opportunity to build trust, ensure a positive experience, and drive business growth.