Call Center Associate

4 weeks ago

Anderson, United States Anderson Automotive Group Full time
Position Summary:

Call center coordinators are responsible for answering service calls and assisting customers with scheduling service appointments. Duties include following service call scripts, booking appointments, collecting as much info as possible regarding the customer and the vehicle and transferring reception overflow calls to appropriate departments.

Goals and Expected Behaviors:

1.Increase/improve customer retention and loyalty for the entire dealership and company while achieving excellent customer service scores
  • Greet guests, employees and visitors with a smile in a friendly manner
  • Fulfill commitments
  • Assist guests anytime and anywhere in the dealership
  • Insure guests have a surprisingly great experience
  • Act, speak, dress and behave professionally at all times
  • Anticipate the guests needs by listening and asking clarifying questions

2.Maintain efficiency of the call center
  • Plan, organize and maintain efficient work flow
  • Minimize distractions
  • Refrain from conducting personal business (Facebook, twitter, texting, phone calls during shop hours)
  • Remain available for calls as much as possible
  • Use service call scripts to insure service quality
  • Know the programs used to look up customer/vehicle information, book appointments, and search warrantee dates and recalls

3.First Line for Customer Service
  • Answer all service calls for all dealership locations
  • Collect as much information as possible regarding the customer and the vehicle
  • Booking appointments for customer
  • Transferring customer a service representative when needed
  • Answering any service questions that a call center coordinator can answer
  • Answering reception overflow calls so that every call is answered and assisting in transferring to appropriate person or location

4.Communicate with Service Department
  • Communicate with ASM's regarding vehicle repairs
  • Use their recommendations for service to help with customer
  • Book appointments at all service locations
  • Work together to ensure quality service for the customer

5.Communicate with Other Dealership Departments
  • Communicate with Parts department for inventory of specific parts
  • Communicate with Sales Associates regarding warranties and contracts on newly sold cars
  • Communicate with Finance regarding warranties and contracts on newly sold cars

6.Performs the Fundamentals of the Call Center Coordinator
  • Good communication skills
  • Ability to multi-task in a fast paced Dealership
  • Open communication between service department to ensure work is satisfactory
  • Effectively uses Reynolds to search customer/vehicle information
  • Effectively uses X-Time to book appointments for service
  • Effectively uses Set Dealer Daily to search warrantee dates and recalls

7.Other duties as assigned

Essential Functions of the Position
  • Operate a phone, computer and other general office equipment
  • Work with the public in a professional and guest centric manner
  • Communicate with guests, vendors, managers, and co-workers
  • Listen to guests and understand what they are saying
  • Ability to read, understand and follow instructions
  • Answer questions regarding vehicles, the dealership and service

Skills, Education and Certification Requirements:
  • Good computer skills and demonstrated ability to learn other programs
  • Ability to effectively build a rapport with others
  • Strong oral communication
  • Very strong listening skills
  • Organizational and time management skills
  • Associates Degree or equivalent experience

Physical Demands
  • Sits at a computer or other desk for extended periods of time
  • Operates a computer with a monitor
  • Operates a telephone and speaks with customers
  • Listens to customers and others on the phone or via headphones

Why Automotive:

Career growth: Endless opportunities for career development within our organization, with development programs and training to get you where you want to be.

Stability: Even through these uncertain times, Anderson Automotive Group was able to continue to provide excellence in our communities

Technology: There is no industry more exciting than Automotive. From keyless entry vehicles to electric cars, there is always something new happening in the industry. You can be a part of these exciting changes.

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