Customer Service Representative

1 month ago


Plano, Texas, United States Ewing Subaru of Plano Full time
Job Summary

As a Customer Service Representative at Ewing Subaru of Plano, you will be responsible for providing exceptional customer service to our clients. This role involves taking customer calls, addressing their queries and concerns, and ensuring that they have a positive experience with our company.

Key Responsibilities
  • Take customer calls and provide accurate and satisfactory answers to their queries and concerns.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • Call clients and customers to inform them about our company's new products, services, and policies.
  • Guide callers through troubleshooting, navigating our company site, or using our products or services.
  • Review customer or client accounts, providing updates and information about billing, shipping, warranties, and other account items.
  • Collaborate with other call center professionals to improve customer service.
  • Help to train new employees and inform them about our company's customer management policies.
  • Receives inbound client calls for service-related issues.
  • Facilitates specific appointments for the service advisors.
  • Dispatches Roadside Assistance/Tow Service Performs outbound service campaign calls.
  • Follows detailed scripts for inbound/outbound calling.
  • Confirms all scheduled appointments.
  • Follows up on 100% of 'no show' client appointments.
  • Maintains defined service levels.
  • Remains current with products, market trends, and certifications.

Requirements
  • High School Diploma or General Education Diploma; and one year related experience and/or training; or equivalent combination of education and experience.
  • Current, valid driver's license and satisfactory Motor Vehicle Report (MVR).
  • Strong communication, both written and verbal.
  • Great active listening skills.
  • Exceptional interpersonal and rapport building skills.
  • A patient and empathetic attitude.
  • Strong time management and organizational skills.
  • Adaptability and flexibility.
  • Comfortable working in fast-paced environments.
  • Troubleshooting skills, either basic or advanced, depending on the role and industry.
  • Computer literacy.
  • Phone skills, including familiarity with complex or multi-line phone systems.


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