Customer Care & Satisfaction 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

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.