Customer Service Representative

Sigma Squared; Boston (MA); On-site; USD 24,796 - 30,307; Full time

Benefits offered by this job

Health Insurance

401(k) with company match

Tuition Reimbursement

Paid Holidays

Employee Discounts

Job summary

Sigma Squared in Boston is seeking a Customer Service Representative to deliver first-class experiences on-site. You will guide customers through the pre-buy and post-buy process, explain vehicle options, and coordinate with dealers and service teams to resolve inquiries.

The role emphasizes strong communication, timely follow-up, and use of multiple channels (phone, email, chat) to maintain customer satisfaction. A background in luxury hospitality or automotive sectors is a plus.

Qualifications

• High School Diploma required; associate or bachelor’s degree preferred.
• 2 years of experience in a Customer Relations Contact Center, hospitality, or PR/Sales.
• Experience in a luxury field or automotive industry is a plus.
• Strong verbal and written communication skills and high integrity.

Responsibilities

• Provide exceptional customer experiences from website to pre-buy and post-purchase touchpoints.
• Handle inbound calls, emails, and chats, guiding customers with product knowledge and services.
• Educate customers on products, services, and promotions; follow up to ensure satisfaction.
• Document inquiries, use satisfaction tools, and coordinate with dealers and service personnel.
• Meet goals set by management and contribute to marketing and sales projects.

Skills

Customer service

Verbal communication

Written communication

Active listening

Time management

Problem solving

Education

High School Diploma

Associate or Bachelor’s degree preferred

Tools

MS Office

Email

Chat

Job description

We bring first-class service across each market we support. As a Customer Service Representative on-site in Boston, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Responsibilities

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from website to pre‑buy experience, to include:
• Vehicle knowledge and availability
• Local promotions for the brand
• Assist with the specifications of vehicles
• Assist with customer/Dealer connection
• Educate the customer on products and services
• Act as a resource for all product knowledge and service support
• Scheduling activities as required for special events
• Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
• Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction
• Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
• Responsible for handling emails and chats
• Exhibit strong follow‑up and organizational skills, in both verbal and written communication
• Responsible for resolving customer issues using all available resources, including Dealers, i.e., Service Personnel, Subject Matter Experts, leadership, and Field Service Engineers
• Return all email and voicemail messages promptly and follow up with customers and dealers as committed
• Responsible for documenting customer inquiries and concerns
• Use applicable customer satisfaction tools to resolve customer issues, such as financial assistance, service plans, payments, and maintenance plans
• Participate in business‑related marketing and sales projects
• Ability to meet specified goals set forth by management
• Provide feedback to management for continued and improved performance of the department to foster positive results and growth
• Work as a team player – assist other team members when in need of support
• Other duties as assigned
• Practical application of time management is critical, as specialists will focus on handling cases from initial concern to resolution
• Specialists will be trained in processes that include an understanding of local laws
• Specialists will need to handle cases within the client’s established timeline
• Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, Part & Tech SMEs for case progression
• Keeping our promise – follow up with customers with updates and timelines is critically important for agent success and customer satisfaction; missing timelines leads to poor customer experience and diminished brand loyalty

Qualifications

• High School Diploma required; associate or bachelor’s degree preferred
• 2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field
• Experience in a luxury field (hospitality or brand product) is a plus
• Knowledge of the automotive industry is a plus
• High level of trust and integrity
• Strong verbal and written communication skills
• Detailed listening skills
• Strong customer service, interpersonal, and relationship‑building skills
• Time management and ability to prioritize projects and customer needs
• Conflict resolution skills – listen to the customer
• Exercise good service and business judgment with the end goal of customer satisfaction
• Excellent English language, oral and written, with grammatical knowledge and etiquette
• Ability to sway the opinion of others through verbal and/or written correspondence
• Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
• Use of technology for product resourcing to resolve customer issues
• Typing skills (minimum 30 wpm)
• Knowledgeable in MS Office, Email, Texting, and Chat
• Ability to work through multiple computer screens
• Ability to work calmly under pressure
• Displays professionalism in demeanor, language, and appearance

Benefits

• Starting pay of $18.34/hr
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs
• Employee Rewards Program