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Customer Service Agent

2 months ago

Roswell, Georgia, United States Penske Automotive Group Full time
Job Overview

The Customer Service Agent is tasked with managing both incoming and outgoing communications with potential clients and existing customers through various channels, including phone, text, and email.

Key Responsibilities
  • Participate in a comprehensive training program lasting 3-4 weeks.
  • Engage in practical training that includes observing experienced agents, conducting mock interactions, and learning legal compliance and system navigation.
  • Handle incoming inquiries regarding service appointments through phone, text, and email.
  • Facilitate the rescheduling of missed appointments.
  • Coordinate appointment bookings in alignment with the maintenance schedule and company protocols.
  • Assist in addressing customer inquiries by directing them to the appropriate departments.
  • Manage approximately 75 inbound calls daily, with each call averaging 2-3 minutes post-training.
  • Stay informed about automotive terminology and technological advancements.
  • Comprehend and adhere to the manufacturer's policies for the assigned brands.
  • Maintain punctuality and attendance in accordance with company standards.
  • Uphold the company's Code of Business Ethics and Conduct.
  • Follow established work rules and procedures, adhering to lawful directives from supervisors.
  • Ensure confidentiality and non-disclosure of sensitive information.
  • Present a professional appearance in line with company guidelines.
  • Attend relevant training sessions and stay updated on sales department developments.
  • Participate in mandatory company meetings.
  • Perform additional duties as assigned.
Qualifications

Essential Skills:

  • Exceptional verbal and written communication abilities, capable of engaging effectively with customers through various mediums.
  • Strong analytical skills to identify problems, gather information, and draw logical conclusions.
  • Proficient in data organization for management review.
  • Basic mathematical skills for handling measurements, calculations, and financial figures.
  • Ability to interpret instructions and apply common sense to execute tasks.
  • Ability to foster positive interactions and enhance team morale.
Work Environment

This role involves light physical demands, including the ability to lift up to 20 pounds occasionally and frequent lifting of lighter objects. The position may require extended periods of sitting and repetitive motions, along with occasional stair climbing and kneeling. The work primarily occurs in an office setting, with climate control, but may involve brief outdoor interactions.

Work Schedule

Evening, weekend, and holiday shifts may be necessary.

Education and Experience

Required: High school diploma or equivalent, along with one year of relevant experience.

Preferred: Associate's degree or equivalent experience in a related field.