Customer Care Specialist

Are you passionate about creating exceptional customer experiences? Dale Howard Auto Center is looking for a Customer Care Specialist to connect with customers, schedule service appointments, follow up on visits, and ensure every interaction leaves a lasting impression!

Purpose of the Position:

The Customer Service Specialist will be responsible for contacting customers with vehicle service opportunities and scheduling their appointments. This role will also help to ensure our customers are having an exceptional experience by conducting activities such as, follow-up calls, requesting reviews, and assisting with customer vehicle pickup/delivery.

Key Roles & Responsibilities:

• Customer Outreach


• Appointment Scheduling


• Customer Communication


• Vehicle Pickup & Delivery Assistance


• Fixed Ops Assistance


• Documentation


• Follow-Up

Essential Job Functions:

• Initiate and manage outbound calls to customers whose vehicles are subject to recall or have service opportunities. Explain the recall issue, its implications, and the importance of addressing it promptly.


• Schedule service appointments for customers to address recall issues, working closely with the service department to ensure availability and timely completion.


• Provide clear, professional, and courteous communication to customers, addressing any questions or concerns they may have about the recall or the service process.


• Maintain accurate records of customer interactions, appointment schedules, and recall statuses in the dealership’s customer management system.


• Conduct follow-up calls as needed to confirm appointments, remind customers of upcoming services, and ensure that all issues are resolved.


• Report on the status of recall appointments, customer feedback, reviews, and any issues that arise to the Marketing Manager.


• Assist in the pickup and delivery of customer vehicles for Service appointments.


• Assist as needed to help support Service Marketing efforts.


• Work closely with the team to ensure smooth handling of appointments and manage any logistical challenges.
  
  

Qualifications:

• Previous experience in customer service, telemarketing, or a related field preferred.


• Excellent communication skills, both verbal and written. Strong organizational skills and attention to detail. Ability to handle customer inquiries with professionalism and patience.


• Basic computer skills are required.


• Must have a valid drivers license.


• Ability to address and resolve customer concerns effectively and efficiently.
  
  

Personal Attributes:

• Customer-Focused: Strong commitment to providing high-quality service and ensuring customer satisfaction.


• Dependable: Reliable with a strong work ethic and ability to manage time effectively.


• Adaptable: Ability to adapt to changing priorities and handle a high volume of calls.