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![C Harper Auto Group](https://media.trabajo.org/img/noimg.jpg)
Business Development Center Customer Service Specialist
2 months ago
We are looking for a full-time Customer Service Specialist to join our expanding team at the Business Development Center (BDC) of The C. Harper Auto Group. The ideal candidate will possess exceptional interpersonal and communication skills to handle inbound customer inquiries and schedule service appointments across multiple dealership locations. This role is pivotal in providing a premium customer experience by managing customer interactions efficiently and courteously.
Benefits:
Competitive Pay: Starting at $17 per hour, which is above industry standards for similar roles.
Comprehensive Healthcare: Full medical, dental, and vision insurance plans, including an option for a no-cost medical insurance plan for employees.
Retirement Savings: A 401k plan with an annual company contribution to support long-term financial planning.
Paid Time Off: Pro-rated paid time off starting from the 91st day of employment to ensure work-life balance.
Disability and Life Insurance: Short-term disability and life insurance provided at no cost to the employee, with additional buy-up options available through Aflac & American Fidelity.
Career Advancement: Numerous opportunities for growth and promotions within our ever-expanding, family-owned business, which has been a trusted local name for over 40 years.
Responsibilities:
Customer Interaction:
Responding to Inquiries: Manage 80-150 inbound phone inquiries daily with promptness, professionalism, and accuracy. Ensure that each customer feels valued and heard.
Communication Channels: Handle customer interactions not just over the phone but also through email and possibly chat, ensuring all communications are logged accurately in the system.
Data Management and Entry:
Customer Records: Update and maintain detailed customer files using industry-leading CRM software, ensuring that all information is accurate and up-to-date.
Data Accuracy: Promptly enter customer inquiry data into spreadsheets and databases, facilitating smooth operations and customer follow-ups.
Appointment Scheduling:
Service Appointments: Efficiently schedule service appointments for customers across all dealership locations, ensuring that customer needs and availability are matched with the appropriate service slots.
Coordination: Work closely with the service departments to manage appointment availability and ensure a smooth scheduling process.
Post-Service Follow-Up:
Customer Feedback: Conduct post-service phone surveys to gather customer feedback on their service experience. This helps in assessing the quality of service and identifying areas for improvement.
Issue Resolution: Address any concerns or issues raised during post-service follow-ups, ensuring that customer satisfaction is maintained and problems are resolved promptly.
Ethical Standards and Customer Satisfaction:
Ethical Conduct: Exhibit ethical behavior in all dealings with customers, upholding the highest standards of honesty and integrity.
Customer Satisfaction: Strive to provide the highest degree of customer satisfaction by being attentive, responsive, and professional in all interactions.
Additional Duties:
Team Collaboration: Work collaboratively with other team members and departments to ensure a seamless customer experience.
Continuous Improvement: Participate in ongoing training and development programs to stay updated on industry trends, product knowledge, and customer service best practices.
Miscellaneous Tasks: Perform other job-related duties as assigned, contributing to the overall efficiency and effectiveness of the BDC.
Qualifications:
Communication Skills:
Verbal Skills: Excellent verbal communication skills to interact effectively with customers and team members.
Written Skills: Strong written communication skills for composing emails, updating customer records, and other documentation.
Technical Proficiency:
Software Skills: Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides) is essential.
CRM Familiarity: Experience with customer relationship management (CRM) software is preferred, though training will be provided.
Teamwork and Independence:
Collaboration: Ability to work effectively both independently and as part of a team in a dynamic, fast-paced environment.
Autonomy: Capable of managing tasks independently, taking initiative, and making decisions to benefit the customer and the organization.
Call Center Experience:
Environment: Prior experience working in a call center or similar environment is beneficial, highlighting the ability to handle high volumes of calls efficiently.
Organizational Skills:
Time Management: Strong organizational and time management skills to prioritize tasks, manage multiple responsibilities, and meet deadlines.
Detail Orientation: Attention to detail in all aspects of work, from data entry to customer interactions.
Regulatory Understanding:
Comprehension: Ability to read, understand, and follow rules, regulations, policies, and procedures relevant to the role.
Personal Attributes:
Professionalism: Maintain a professional demeanor in all interactions, both internally and externally.
Customer Focus: A strong focus on customer satisfaction, with a genuine desire to help and support customers.
About Us:
C. Harper Auto Group represents several major automotive brands, including Chevy, Buick, GMC, Cadillac, Ford, Chrysler, Dodge, Jeep, Ram, KIA, and Honda. Our family-owned business has grown over the past 40 years, driven by core values of honesty, integrity, loyalty, and charity. Our focus on family sets us apart, fostering a supportive and inclusive environment for customers, employees, and the community.
Equal Opportunity Employer:
C. Harper Auto Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This comprehensive and detailed description aims to provide a thorough understanding of the Customer Service Specialist role, emphasizing the responsibilities, qualifications, benefits, and the company culture at C. Harper Auto Group.
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