Customer Service Representative

1 week ago


Durham, North Carolina, United States Hendrick Automotive Company Full time
Job Summary

Hendrick Subaru Southpoint is seeking a highly motivated and customer-focused individual to join our team as a Service Client Care Representative. This role is primarily responsible for lead generation activities in support of the company's sales and service goals.

Key Responsibilities
  • Answer all incoming phone calls according to a proven, pre-set script, and schedule a sales or service appointment.
  • Log all customer comments into Dealership Management System.
  • Schedule follow-up contact if no appointment is made in Dealership Management System.
  • Confirm scheduled appointments with future customers.
  • Post scheduled appointments on appointment board in the Business Development Center.
  • Re-schedule "no-show" customer appointments.
  • Follow-up with sales or service department to determine if the appointment was kept and what the outcome was. Schedule future contact as needed.
  • Maintain and update customer changes in database.
  • Contact current customer base on current marketing incentives.
  • Respond to customer website request (internet inquiries).
  • Contact internet clients via e-mail and phone to schedule a sales or service appointment.
  • Notify necessary departments to inform of appointments set.
  • Forward any customer concerns to the correct department Manager and follow-up.
  • Maintains CSI at or above Company standards.
  • Maintains an organized, clean and safe work area.
  • Participates in required training.
  • Follows Safeguards rules and regulations.
  • Demonstrates the Company's Core Values.
  • Maintains accurate timekeeping record in timekeeping system.
  • Complies with Company policies and procedures.
  • Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
Requirements
  • Previous customer service and/or business development experience.
  • Ability to deliver superior customer satisfaction.
  • Valid Driver's License.
  • Intermediate knowledge of Microsoft Office products.
  • Intermediate ability and knowledge of Dealership Management System and additional software programs to support operations.
Work Environment

The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays.

Core Values

To perform the job successfully, an individual should demonstrate the following Core Values:

  • Servant Leadership.
  • Teamwork through Trust & Respect.
  • Integrity.
  • Commitment to Customer Enthusiasm.
  • Passion for Winning.
  • Accountability at All Levels.
  • Commitment to Continuous Improvement.


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