Service Call Center Representative

The CAR Group (Norm Reeves Dealerships); Cerritos (CA); On-site; USD 21,593 - 30,754; Full time

Benefits offered by this job

Free training

Tuition reimbursement

Medical, dental, and vision plans

Group life insurance

Employee referral bonus

Discounts at Norm Reeves locations

401k matching

Section 125 Cafeteria Plan & Flexible

Job summary

The CAR Group (Norm Reeves Dealerships) in Cerritos, CA is seeking an Automotive BDC Service Representative to handle customer inquiries, schedule service appointments, and support the service department with exceptional customer service.

You will be the first contact for service questions, enter and track requests in the CRM, and collaborate with technicians to ensure a smooth, customer-focused service experience for guests.

Qualifications

• High school diploma or equivalent; some college coursework preferred.
• Experience in a customer service or call center role is advantageous.
• Knowledge of automotive services, maintenance, and repair terminology is a plus.
• Strong communication skills, both written and verbal.
• Proficiency with computer systems and CRM software.
• Excellent organizational and time-management skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Customer-focused attitude with a commitment to delivering exceptional service.
• Flexibility to work evenings, weekends, and holidays as needed.

Responsibilities

• Respond promptly and professionally to incoming service inquiries via phone, email, and chat.
• Engage with customers to understand their service needs and provide relevant information.
• Schedule service appointments based on customer preferences, vehicle availability, and service department capacity.
• Efficiently manage the service advisor's schedule to optimize appointment slots.
• Confirm appointments with customers and provide any necessary pre-appointment instructions.
• Follow up with customers to ensure satisfaction after service visits.
• Accurately enter customer information, service requests, and appointment details into the dealership's CRM system.
• Maintain organized records of customer interactions and appointments.
• Stay up-to-date with the dealership's service offerings, pricing, and promotions.
• Provide accurate information and answer customer questions regarding services and maintenance.
• Collaborate closely with service advisors, technicians, and other departments to ensure a smooth service experience for customers.
• Communicate any special customer requests or concerns to the appropriate team members.
• Strive to exceed customer expectations by delivering excellent service and addressing any concerns or issues promptly.
• Gather and report customer feedback to management for continuous improvement.

Skills

Customer service

Communication

Time management

Organizational skills

Multitasking

Professional demeanor

Education

High school diploma or equivalent

Some college coursework

Tools

CRM software

Job description

Location: Cerritos (On-site) | Full-Time | Hourly Rate: $19/hr

The Automotive BDC Service Representative plays a critical role in the success of the dealership's service department by efficiently managing customer inquiries, scheduling service appointments, and ensuring exceptional customer service. This position serves as the initial point of contact for service-related inquiries and plays a key role in maintaining customer satisfaction and retention.

Responsibilities

• Respond promptly and professionally to incoming service inquiries via phone, email, and chat.
• Engage with customers to understand their service needs and provide relevant information.
• Schedule service appointments based on customer preferences, vehicle availability, and service department capacity.
• Efficiently manage the service advisor's schedule to optimize appointment slots.
• Confirm appointments with customers and provide any necessary pre-appointment instructions.
• Follow up with customers to ensure satisfaction after service visits.
• Accurately enter customer information, service requests, and appointment details into the dealership's CRM system.
• Maintain organized records of customer interactions and appointments.
• Stay up-to-date with the dealership's service offerings, pricing, and promotions.
• Provide accurate information and answer customer questions regarding services and maintenance.
• Collaborate closely with service advisors, technicians, and other departments to ensure a smooth service experience for customers.
• Communicate any special customer requests or concerns to the appropriate team members.
• Strive to exceed customer expectations by delivering excellent service and addressing any concerns or issues promptly.
• Gather and report customer feedback to management for continuous improvement.

Qualifications

• High school diploma or equivalent; some college coursework preferred.
• Previous experience in a customer service or call center role is advantageous.
• Knowledge of automotive services, maintenance, and repair terminology is a plus.
• Strong communication skills, both written and verbal.
• Proficiency with computer systems and CRM software.
• Excellent organizational and time-management skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Customer-focused attitude with a commitment to delivering exceptional service.
• Flexibility to work evenings, weekends, and holidays as needed.

Requirements

• Reliable transportation.
• Willingness to undergo training and stay current on automotive service trends.
• Commitment to maintaining a professional and courteous demeanor when interacting with customers.
• Ability to handle high call volumes and stressful situations calmly and professionally.
• Full-time availability. You’ll also need to be at least 18 years old.
• Strong communication skills with both Norm Reeves staff and guests.
• Be able to work comfortably both with guests in-person and via phone calls.
• A professional appearance and work ethic.
• Excellent organizational and follow-up skills.
• Ability to multi-task in a fast-paced environment.

What We Offer

• Unlock Your Potential – Free Training & Limitless Advancement Opportunities to Skyrocket Your Career Growth.
• Invest in Yourself – Tuition Reimbursement
• Health and Wellness First – Comprehensive Medical, Dental, and Vision Plans to Keep You and Your Family Thriving.
• Enjoy Complimentary Group Life Insurance for Added Peace of Mind.
• Your Network, Your Success – Employee Referral Bonus Program – Earn While Building a Stronger Team.
• Shop and Save with our generous discounts on Sales, Service, and Parts at Any Norm Reeves Location.
• Secure Your Future – Build Wealth with 401k Matching.
• Smart Savings, Smart Choices – Section 125 Cafeteria Plan & Flexible Spending Account – Save on Taxes for Qualified Expenses.