Customer Care CSI Specialist — Service Experience Pro

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 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,