Service Coordinator (Call Center)-Business Support Center

Job ID 2020-14783
Job Location US-TX-Houston
Category Customer Service
Type Regular Full-Time

More Information About This Job

Overview

Group 1 Automotive (parent Company of the Sterling McCall Group) is seeking Service Coordinators to answer routine automotive inquires, schedule service appointments, and handle high-volume inbound calls from customers who need maintenance or repairs on their new/pre-owned vehicles. Located at our Business Support Center in Northwest Houston, Service Coordinators will create a seamless telephone experience that welcomes customers to our service departments.  Group 1 Automotive offers qualified candidates an excellent Company culture, direct interaction with upper management, and opportunities for career advancement.

 

Salary: $11-$14 Hourly Based on Experience 

 

Keeping Our Employees Safe

  • Masks are required in common areas throughout the office
  • Company will supply each employee with 1 washable face mask at no charge
  • Breakrooms and workstations are configured so employees practice safe social distancing
  • Daily cleaning crew providing regular disinfecting to contact surfaces
  • Limited occupancy in restrooms and training rooms

Company Perks and Benefits

  • Onsite employee gym and locker room*
  • Monthly performance bonuses through our generous Pay plan
  • Daily lunch options from onsite food vendors*
  • Employee wellness initiatives
  • Full-time employees are eligible to enroll in Medical, Dental, Vision, Life insurance plans, Paid vacation, Sick days, Holiday pay, 401K with Company match*, and Employee Stock Purchase Plan
  • Generous discounts for the Purchase, Lease, Maintenance, Repair, Restoration of new, pre-owned vehicles

*temporarily unavailable due to COVID-19

 

Responsibilities

  • 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

What You’ll Achieve

  • Comprehensive understanding of automotive Service operations for 100+ U.S. dealerships
  • Expertise in factory-recommended maintenance & repair for 30+ Domestic, Import & Luxury brands
  • An affinity for new/pre-owned Cars, Trucks, SUVs by year, make, model and trim-level
  • Customer loyalty through the delivery of courteous & attentive treatment on every interaction (phone, email, chat)
  • Success for demonstrating the highest Integrity, Transparency, Professionalism & Teamwork at all times

Qualifications

What You’ll Need

  • High School diploma or GED, College degree or industry certification (preferred)
  • Previous call center, help desk, customer service, hospitality or retail automotive experience
  • Successful completion of paid training program Monday – Friday 9am-4pm (Full-Time), 9am-1pm (Part-Time), 12pm-4pm (Part-Time)
  • Work Monday through Saturday between the hours of
    • 6 am-8 pm, 30-40 hours, 5 days a week (Full Time)
    • 6 am-8 pm 20-29 hours, 5 days a week (Part-Time)
  • Critical-thinking abilities, customer service aptitude & efficient PC navigation skills
  • Superb attendance/punctuality record with high schedule-adherence and productivity standards  
  • Strong work-ethic within a fast-paced, high-volume call center environment
  • Ability to adapt to sudden business and industry changes affecting automotive service operations
  • Navigate multiple systems to access complex dealership/manufacturer intelligence
  • Coachable demeanor with a genuine desire to deliver world-class automotive Customer Service

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

Group 1 Automotive is an Equal Employment Opportunity employer.

 

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