Customer Care Specialist

Socket.dev; Oakbrook Terrace (IL); 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 


Fantastic Growth Opportunities

Job summary

Ed Napleton Automotive Group is seeking a Customer Care Specialist to serve as the primary contact for customers before and after service appointments. You will verify needs, confirm dates, and follow up after visits to ensure satisfaction while addressing any concerns.

This fast-paced role emphasizes delivering an outstanding customer experience via phone, email, and text. The position offers a Monday–Friday schedule in Oakbrook Terrace with full benefits, including medical, dental, vision,

Qualifications

• 2+ years in customer-facing roles (retail, restaurant, hospitality, or service).
• Excellent customer service and relationship-building skills.
• Clear problem-solving, conflict-resolution, and attention to detail.
• Strong time management and ability to work under pressure.

Responsibilities

• Answer incoming calls, emails, and text messages promptly.
• Confirm appointment details and follow up after service visits.
• Address concerns and escalate when needed.
• Coordinate with Service Advisors for follow-up appointments.
• Meet CSI and performance metrics.
• Handle 80-100 outbound calls per day.

Skills

Customer service

Time management

Problem-solving

Conflict resolution

Active listening

Telephone etiquette

Attention to detail

Data entry

Job description

The Ed Napleton Automotive Group is looking for our nextCustomer Care Specialist. TheCustomer Care Specialistserves 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/ $21.00-$25.00 per hour
• Full-time Monday- Friday 8:00-5:00 schedule in office-Oakbrook Terrace
• Family Owned and Operated – 90+ years in business!
• Medical, Dental, Vision Insurance, 401k
• For additional benefit information please go to NapletonCorp.MyBenefitsLibrary.com
• 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 abilitiesAttention 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