Customer Engagement Representative

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 with potential clients and existing customers through various channels such as phone, text, and email.

Essential Functions

Training will span a duration of 3-4 weeks and will encompass:

  • Observational learning through shadowing experienced representatives.
  • Mock call exercises to enhance communication skills.
  • Legal training to ensure compliance with industry standards.
  • Instruction on utilizing company computer systems and scheduling service appointments.

Key responsibilities include:

  • Responding to appointment inquiries via phone, text, and email.
  • Rescheduling missed appointments as necessary.
  • Booking service appointments in alignment with the maintenance schedule and company policies.
  • Assisting customers by directing inquiries to the appropriate departments.
  • Managing approximately 75 inbound calls daily, with each call lasting around 2-3 minutes post-training.

It is essential to:

  • Stay informed about automotive terminology and technological advancements.
  • Comprehend the manufacturer's requirements and policies for the assigned brands.
  • Adhere to attendance and punctuality standards.
  • Follow the Company Code of Business Ethics and Conduct.
  • Maintain confidentiality and uphold non-disclosure agreements.
  • Present a professional appearance in accordance with company guidelines.
  • Participate in relevant training sessions and stay updated on sales techniques.
  • Attend mandatory company meetings.
  • Perform additional duties as assigned.
Requirements
Competencies

The ideal candidate will possess:

  • Exceptional communication skills, both verbal and written, enabling effective interaction with customers.
  • The ability to identify problems, gather data, and draw logical conclusions.
  • Data processing skills for management analysis.
  • Mathematical proficiency to handle basic calculations and interpret data.
  • Understanding of work rules and procedures.
  • Common sense to execute instructions provided in various formats.
  • Strong interpersonal skills to foster a positive work environment.
Work Environment/Physical Demands

This role may involve:

  • Light physical work, including lifting up to 20 pounds and frequent handling of lighter objects.
  • Extended periods of sitting and repetitive motions.
  • Occasional need to climb stairs and perform stooping or kneeling.
  • Ability to hear and communicate effectively.

The position is primarily office-based, with a comfortable climate-controlled environment, though some customer interactions may occur outdoors.

Position Type/Expected Hours of Work

Flexibility to work evenings, weekends, and holidays as required.

Required Education and Experience

A high school diploma or equivalent, along with one year of relevant experience, or a combination of education and experience.

Preferred Education and Experience

An Associate's degree or equivalent, or one to two years of related experience and/or training.


Safety Sensitive Position:
No

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