In-Office Customer Care & Service Experience Specialist

Toyota of Urbana; 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<

Job summary

Ed Napleton Automotive Group in Oakbrook Terrace, IL is seeking a Customer Care Specialist to serve as the primary contact before and after service appointments. You will verify needs, confirm dates/times, and follow up post-visit to ensure satisfaction and resolve concerns.

The role focuses on delivering an outstanding customer experience via phone, with a full-time schedule and opportunities for growth within a large automotive group.

Qualifications

• 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.

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 any concerns.
• Handle customer complaints with professionalism and elevate issues when appropriate.
• Coordinate with Service Advisors when needed 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.

Skills

Customer service

Problem solving

Attention to detail

Time management

Calm under pressure

Telephone etiquette

Active listening

Data entry

Job description

Ed Napleton Automotive Group in Oakbrook Terrace, IL is seeking a Customer Care Specialist to serve as the primary contact before and after service appointments. You will verify needs, confirm dates/times, and follow up post-visit to ensure satisfaction and resolve concerns.

The role focuses on delivering an outstanding customer experience via phone, with a full-time schedule and opportunities for growth within a large automotive group.