Service Coordinator - Business Support Center

Job ID 2019-11700
Job Location US-TX-Houston
Category Customer Service
Type Regular Full-Time

More Information About This Job

Overview

GROUP 1 AUTOMOTIVE hires talented individuals who understand why becoming part of a fast-growing Fortune 500 company is a big deal. Located at our Business Support Center in Northwest Houston (Beltway 8 and Hwy 290), the SERVICE COORDINATOR will answer customer inquiries via phone and be responsible in working closely with our dealerships to increase the effectiveness of Group 1’s service operations and provide a “world-class” customer experience to a variety of customers, including Spanish speakers.

 

  

In addition to competitive pay, we offer our associates the following benefits:

  • Benefits package includes Paid vacation, Employee Stock Purchase, 401k Plan with match, employee purchase plan for new vehicles, medical, dental, vision and onsite work out center.
  • Professional work environment, with job training and advancement opportunities
  • Compensation $11-$14 per hour based on experience
  • Performance bonuses

Responsibilities

  • Provide world-class service in every interaction for optimal call center performance and customer satisfaction.
  • Answer routine automotive questions to identify service opportunities for every customer.
  • Navigate system applications to review scheduling instructions for each Group 1 dealership
  • Schedule service appointments for increased dealerships profitability and customer retention
  • Provide detailed information for each service appointment to Group 1 dealerships and customers
  • Accurately advise customers of mileage-specific / condition-based maintenance and safety recalls
  • Quote pricing on factory-recommended services and provide customers with the estimated completion time
  • Respond to all inquiries using specific guidelines that are unique to customers' vehicles
  • Handle “status" inquiries and notify service advisors, or other dealership personnel, regarding progress for customer vehicles.
  • Identify customers who may need roadside assistance and connect them to the appropriate provider
  • Log all calls using appropriate codes rendered through approved CRM/call-tracking system.
  • Demonstrate a detailed understanding of products, services, and pricing for all domestic, foreign and luxury brands within Group 1’s dealership network

Qualifications

  • Bilingual (Spanish, Vietnamese, Chinese) is highly preferred
  • High School diploma, college degree is a plus
  • General understanding of call center call center operations, customer service, and retail automotive is preferred
  • Excellent verbal / written communication skills
  • Computer proficient in MS Office and other common desktop software applications
  • Must perform effectively in a fast-paced, high-volume call center environment dealing with various degrees of customer stress.
  • Negotiation skills and the ability to secure appointments.
  • Desire to consistently deliver the most courteous and attentive treatment to all customers and dealership personnel
  • Adhere to strict attendance and punctuality expectations

*All applicants must pass pre-employment testing to include: background checks, MVR, and drug testing in order to qualify for employment*

Group 1 Automotive is an Equal Employment Opportunity employer.

 

#LI-