Job Title: Automotive Service Call Center Agent

Department: Customer Service

Job Summary:

This position directly supports the customers vehicle operators and controls and monitors vehicle maintenance and repair costs. Responsible for answering calls from vehicle operators requesting routine or emergency vehicle services, coordinating with local vendors to provide services or repairs, verifying cost reasonableness for services, processing payment to vendors, and the data entry into the supporting software system. Working in a faced paced environment, ability to manage ambiguity, solution-oriented, and customer-focused.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Greet and develop an ongoing relationship with customers

• Help customers care for and maintain their vehicles

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns

• De-escalate situations involving dissatisfied customers, offering patient assistance and support

• Collaborate with other call center professionals to improve customer service

• Help to train new employees and inform them about the companys customer management policies

• Set up service appointments that align with the customer and vendor schedules

• Serve as liaison between the vehicle operator and the vendor

• Ask questions to effectively of customer to accurately identify and verify vehicle mileage and service needs

• Provide customers with information schedule repair or maintenance appointments

• Review vendor estimates and warranties on parts to ensure cost savings

• Identify repeat repairs in the customers best interest

• Work with vendors to determine necessary repairs and possible alternatives to cut costs

• Administer new and used vehicle warranty repairs in accordance with warranty specifications

• Write and verify accurate repair orders and include supporting documentation

• Ensure on-time service is met, and address possible service issues with vendor performance

• Maintain a high level of professionalism via multiple channels of communication including emails, and phone conversations

Required Skills/Abilities:

• Proficient in written and oral communication skills according to skill requirements

• Possess strong computer skills, able to read, write, and comprehend written instructional documents

• Ability to function well in a high-paced and at times stressful environment

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals

• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume

• Ability to apply concepts of introductory algebra and geometry

• Proficient Microsoft Office productivity suite

Education and Experience:

• High school diploma or equivalent

• At least two years of related experience required

• Automotive knowledge of two (2) or more years preferred

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

• Occasional periods of prolonged exposure to loud noises

• Ability to lift up to 25 pounds at times

• Ability to stand, walk, and reach with arms and hands as necessary

• Ability to hear and see to position and safety requirement levels

• Occasional exposure to elements such as heat, cold, noise, dust, dirt, and chemicals

Special Qualifications/Requirements:

• Must be able to successfully pass as required a federal, state, or local government's background investigation

Disclaimer:

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Job Description last Updated: 05/17/2022