Service Call Center Representative

Norm Reeves Subaru Rockwall; Cerritos (CA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental, and Vision Plans

Tuition Reimbursement

401k Matching

Employee Referral Bonus Program

Generous discounts on Sales, Service, and Parts

Job summary

Norm Reeves Subaru Rockwall is seeking an Automotive BDC Service Representative to efficiently manage customer inquiries, schedule service appointments, and ensure exceptional customer service. This critical role serves as the initial point of contact for service-related inquiries, which is key to maintaining customer satisfaction.

Ideal candidates should have a high school diploma, strong communication skills, and be able to multitask in a fast-paced environment. The position offers full-time availability and opportunities for growth within the company.

Qualifications

• Previous experience in a customer service or call center role is advantageous.
• Knowledge of automotive services and repair terminology is a plus.
• Ability to work in a fast-paced environment and handle multiple tasks.

Responsibilities

• Respond promptly to incoming service inquiries via phone, email, and chat.
• Schedule service appointments based on customer preferences.
• Confirm appointments and follow up with customers to ensure satisfaction.
• Accurately enter customer information into CRM system.
• Stay up-to-date with service offerings and provide accurate information.

Skills

Customer-focused attitude

Strong communication skills

Proficiency with computer systems

Organizational skills

Education

High school diploma or equivalent

Some college coursework preferred

Tools

CRM software

Job description

Job Category: Business Development Center Service

Requisition Number: SERVI003381

• Full-Time

Locations

Showing 1 location

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:

1. Customer Communication

• 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.

2. Appointment Scheduling

• Schedule service appointments based on customer preferences, vehicle availability, and service department capacity.
• Efficiently manage the service advisor's schedule to optimize appointment slots.

3. Follow-Up and Confirmation

• Confirm appointments with customers and provide any necessary pre-appointment instructions.
• Follow up with customers to ensure satisfaction after service visits.

4. Data Entry and Documentation

• Accurately enter customer information, service requests, and appointment details into the dealership's CRM system.
• Maintain organized records of customer interactions and appointments.

5. Product Knowledge

• 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.

7. Customer Satisfaction

• 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.