Customer Service Representative

Position Summary

John Jones Auto Group is seeking a motivated and customer-focused Call Center Customer Service Sales/Service Hybrid Representative to join our growing team. This role is responsible for handling inbound and outbound customer communications for both Sales and Service departments while delivering an exceptional customer experience. The ideal candidate is professional, organized, energetic, and comfortable multitasking in a fast-paced dealership environment.

This position plays a key role in appointment setting, customer retention, lead follow-up, and ensuring customers are connected with the right department quickly and efficiently.

Duties & Responsibilities

Customer Service & Communication

• Answer inbound phone calls, texts, emails, and online inquiries professionally and promptly


• Provide excellent customer service while representing John Jones Auto Group in a positive manner


• Assist customers with questions regarding vehicle sales, service appointments, dealership information, and promotions


• Route calls and inquiries to the appropriate dealership departments when necessary


• Maintain strong communication with Sales and Service teams regarding customer needs and appointments

Sales Support

• Contact internet leads and follow up with prospective customers


• Schedule and confirm sales appointments for dealership sales staff


• Follow up on missed appointments and unsold opportunities


• Assist with customer retention and lead management efforts


• Maintain accurate customer records in CRM systems

Service Support

• Schedule service appointments efficiently based on advisor and technician availability


• Confirm upcoming service appointments and follow up on declined or missed service work


• Communicate service specials, maintenance reminders, and recall information to customers


• Assist with customer satisfaction follow-up after service visits

Administrative Duties

• Document all customer interactions accurately in dealership systems


• Maintain confidentiality of customer and dealership information


• Meet daily, weekly, and monthly appointment and performance goals


• Support dealership marketing and customer outreach initiatives as needed

Qualifications

• Previous customer service, call center, BDC, receptionist, or dealership experience preferred


• Strong communication and interpersonal skills


• Ability to multitask and manage high call volume


• Positive attitude and professional phone presence


• Basic computer and data entry skills


• Experience using CRM systems is preferred


• Strong organizational and follow-up skills


• Ability to work independently and as part of a team

Preferred Experience

• Automotive dealership experience


• Sales or appointment-setting experience


• Service scheduling experience


• Knowledge of dealership operations and customer retention processes