Service Coordinator/Call Center - Business Support Center

Job ID 2020-14926
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 have the unique ability to handle high-volume inbound calls. 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 prides itself with great Company culture, direct interaction with upper management, and an amazing team.

 

Salary $11-$14hr based on experience

 

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

 

What You’ll Achieve

  • Service operations experience for 100+ dealership locations within 15 states in the United States
  • Expertise in 30+ automotive brands for Domestic, Import & Luxury segments
  • 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 call
  • Success for maintaining the highest Integrity, Transparency, Professionalism & Teamwork at all times

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

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
  • Attend 90-day paid training Monday through Friday
    • 9am-6pm (Full-Time) 
  • Work Monday through Saturday between the hours of
    • 7am-7pm, 30-40 hours, 5 days a week (Full Time)
  • Critical-thinking abilities, customer service aptitude & efficient computer skills
  • Superb attendance/punctuality record and schedule-adherence, 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

*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.