Bilingual Support Specialist

2 weeks ago

West Palm Beach, Florida, United States Penske Automotive Group Full time
Job Overview
Summary/Objective

The Bilingual Call Center Representative is tasked with handling both incoming and outgoing communications, engaging with potential clients and existing customers through various channels including text, email, and phone.

Essential Functions
Training will span 3-4 weeks and will encompass:
- Shadowing experienced representatives
- Conducting mock calls
- Legal compliance training
- Mastering the use of computer systems
- Scheduling service appointments

Key responsibilities include:
- Responding to incoming appointment requests via phone, text, and email.
- Rescheduling missed appointments as necessary.
- Booking appointments according to the maintenance schedule for each brand, adhering to company policies and manufacturer specifications.
- Assisting customers by directing inquiries to the appropriate contact or service department.
- Managing approximately 75 inbound calls daily, with each call lasting around 2-3 minutes post-training.
- Staying informed about automotive terminology and technological advancements.
- Understanding the requirements and policies set forth by manufacturers for assigned brands.
- Adhering to attendance and punctuality standards, as well as timekeeping protocols.
- Following the Company Code of Business Ethics and Conduct.
- Complying with all work rules and procedures while following lawful directives from supervisors.
- Upholding confidentiality and non-disclosure agreements.
- Maintaining a professional appearance in line with company policy.
- Participating in relevant training sessions to stay updated on sales techniques and departmental concerns.
- Attending mandatory company meetings.
- Performing additional duties as assigned.
Requirements
Competencies

Successful candidates will demonstrate:

  • Exceptional communication skills, both verbal and written, enabling effective interaction with customers through various mediums.
  • The ability to identify problems, gather data, and draw logical conclusions.
  • Data processing and organization skills for management analysis.
  • Mathematical proficiency for calculations involving discounts, interest, and percentages.
  • Understanding and adherence to established work rules and procedures.
  • Common sense application in executing instructions provided in various formats.
  • Strong interpersonal skills to foster a positive work environment.
Work Environment/Physical Demands

The physical requirements of this role include:

  • Light lifting, not exceeding 20 pounds at a time, with frequent lifting of objects weighing up to 10 pounds.
  • Extended periods of sitting.
  • Repetitive motions.
  • Occasional climbing of stairs and infrequent stooping or kneeling.
  • Ability to hear and communicate effectively.

This position is primarily office-based, with a climate-controlled environment, but may require occasional outdoor interactions.

Position Type/Expected Hours of Work
Availability for evening, weekend, and holiday shifts as needed.
Required Education and Experience
A high school diploma or equivalent, along with one year of relevant experience; a combination of education and experience may be considered.
Preferred Education and Experience
An Associate's degree or equivalent, or one to two years of related experience and/or training; a combination of education and experience may be considered.
Safety Sensitive Position:
No

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