Customer Care CSI Specialist

Napleton Corporate; Oakbrook Terrace (IL); On-site; USD 42,000 - 52,000; Full time

Job summary

Ed Napleton Automotive Group is seeking a Customer Care Specialist to act as a primary contact before and after service appointments. The role focuses on preparing customers for appointments, verifying needs, and following up post-visit to ensure satisfaction.

The position emphasizes high-volume outbound calling, exemplary customer service, and collaboration with Service Advisors to resolve issues and drive CSI metrics. Competitive pay and comprehensive benefits are provided.

Qualifications

• Minimum 2 years of experience in retail, restaurant, hospitality or customer service.
• Strong customer service and relationship-building skills.
• Excellent 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.

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 and address concerns.
• Handle customer complaints with professionalism and escalate issues when appropriate.
• Coordinate with Service Advisors for 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.

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,