Customer Care CSI Specialist

Napleton Automotive Group; Illinois; On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k

Paid vacation and sick time

Paid training

Discounts on products, services, and a

Job summary

The Ed Napleton Automotive Group is seeking a Customer Care Specialist to be the primary contact before and after service appointments. You will help prepare customers for visits, verify needs, confirm date and time, and follow up after service to ensure satisfaction.

This role thrives in a fast-paced environment and is dedicated to delivering an outstanding customer experience by phone. We offer a competitive pay range, medical/dental/vision insurance, 401k, paid vacation and sick time,

Qualifications

• 2+ years of experience in customer service (retail, restaurant, hospitality or similar).
• Outstanding customer service and relationship-building abilities.
• Strong problem-solving and conflict-resolution skills.
• Attention to detail and accuracy in tasks.
• Effective time management and prioritization to meet targets.
• Ability to remain calm under pressure in a fast-paced environment.
• Strong telephone etiquette and active listening skills.
• Basic computer and data entry proficiency.

Responsibilities

• Answer incoming calls, emails and text messages promptly.
• Confirm appointment details and follow up after service visits to ensure satisfaction.
• Address customer concerns professionally and escalate issues when needed.
• Coordinate with Service Advisors for follow-up appointments.
• Meet CSI goals and other department performance metrics.
• Maintain accurate documentation of customer interactions.
• Make 80–100 outbound calls per day.

Skills

Customer service experience

Relationship-building

Problem-solving

Attention to detail

Time management

Calm under pressure

Active listening

Data entry

Job description

The Ed Napleton Automotive Group is looking for our next Customer Care Specialist. The Customer Care Specialist serves as a point of contact for customers prior to and post service appointment. This role is responsible to help prepare the customer for the Appointment, through the Appointment reminder process- verifying customer needs, confirming appointment date/time and details. Following the visit, this role will call the customer to check-in on how the visit went, how the vehicle is treating them, talk through the customer survey and assist with resolving customer concerns. This position is ideal for someone who enjoys helping customers, thrives in a fast-paced environment and is passionate about delivering an outstanding experience via phone.

The Ed Napleton Automotive Group is affiliated with over 25 brands of new vehicles and 50+ dealerships throughout seven states. Our strength comes from the more than 3,500 employees nationwide. We are currently one of the largest automotive groups in the country, providing incredible growth opportunity.

What We Offer:

• Pay range of $41,600-$52,000 annually
• Family Owned and Operated – 90+ years in business!
• Medical, Dental, Vision Insurance, 401k
• Paid Vacation and Sick Time
• Paid Training
• Discounts on products, services, and vehicles
• Fantastic Growth Opportunities

Key Responsibilities:

• Answer incoming calls (return calls), emails & text messages in a timely manner
• Confirm appointment details
• Follow up with customers after service visits to ensure satisfaction & address any concerns
• Handle customer complaints with professionalism and elevate issues when appropriate
• Coordinate with Service Advisors when needed & for any/all follow-up appointments
• Meet customer satisfaction (CSI) goals and departmental performance metrics
• Assist with administrative tasks as needed
• Responsible for a minimum of 80-100 outbound calls per day

Required Skills:

• 2+ years of retail, restaurant, hospitality or customer service experience
• Outstanding customer service and relationship-building skills
• Strong problem-solving and conflict-resolution abilities
• Attention to detail and accuracy
• Effective time management and prioritization
• Ability to remain calm under pressure
• Strong telephone etiquette and active listening skills
• Basic computer and data entry proficiency

• 18+ years of age or older to comply with company driving policy

Performance Expectations:

• Maintain high customer satisfaction index (CSI)
• Respond to customer inquiries/issues within established service standards
• Ensure accurate documentation of customer interactions
• Contribute to customer retention and repeat business through exceptional customer service

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws

Customer Care, Retail, Restaurant, CustomerService,