Brand Engagement Center Representative

4 weeks ago

Plano, Texas, United States Toyota Motor Sales, U.S.A., Inc. Full time
Overview

We are seeking a highly motivated and qualified Bilingual (Spanish/English) Brand Engagement Center Advocate to work full-time in our world-class contact center. As a key member of our team, you will be responsible for interfacing with Toyota and Lexus owners, dealerships, and field/area offices regarding inquiries and/or complaints to positively impact owner satisfaction and retention.

This role provides an excellent overall foundation for team members with particular emphasis in the areas of product knowledge, expectations of Toyota and Lexus guests, and overall workings of the company. You will have the opportunity to learn the foundation of what makes Toyota guests and bring your experience to various career paths within the organization.

Key Responsibilities
  • Direct interface with Toyota and Lexus guests by responding to incoming phone calls regarding inquiries and/or complaints in Spanish while documenting in English
  • Analyzes guest concerns/inquires and handles accordingly
  • Takes ownership of incoming communication; investigates and resolves various questions and concerns that are dealer, sales, service, or product-related
  • Combines active listening with proactive decision-making skills to benefit Toyota and Lexus guests
  • Multitasking daily. Talking and typing while actively listening to the guest; utilizing multiple software applications at once
  • Research unique guest requests using online resources and identify opportunities to improve the guest experience
  • Support in-vehicle technology and apps, as it relates to assisting guests with setting up and troubleshooting their multi-media products, phone pairing and navigation
  • High emotional intelligence to effectively support low-effort guest experience
  • Attendance and punctuality are essential for this position
  • Opportunity to transition to guest interactions via letters, e-mails, social media, and/or chats is available based on performance on phone and business need
Requirements
  • High School Diploma
  • Customer service experience in a fast-paced customer-facing or phone environment
  • Bilingual in Spanish/English-Fluent in both written and verbal communication
  • Excellent verbal and written communication skills
  • Strong organizational skills and attention to detail
Preferred Qualifications
  • Bachelor's degree or higher
  • Automotive experience (i.e., dealership, technician, worked for another automotive company, etc.)
  • Experience working with technology (i.e., Bluetooth pairing, navigation, smartphone)
  • Familiarity with social media
  • Thrive in a fast-paced, dynamic environment
  • Proficiency in Microsoft Office (Excel, PowerPoint, Word)
What We Offer

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:
  • A work environment built on teamwork, flexibility, and respect
  • Professional growth and development programs to help advance your career, as well as tuition reimbursement
  • Team Member Vehicle Purchase Discount
  • Toyota Team Member Lease Vehicle Program (if applicable)
  • Comprehensive health care and wellness plans for your entire family
  • Flexible work options based on business needs
  • Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
  • Paid holidays and paid time off
  • Referral services related to prenatal services, adoption, childcare, schools and more
  • Tax-Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
Belonging at Toyota

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc's Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

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