Bilingual Call Center Agent (Service Coordinator) - Business Support Center - GPI

Job ID 2020-15519
Job Location US-TX-Houston
Category Customer Service
Type Regular Full-Time

More Information About This Job

Overview

 

Sterling McCall Automotive (una división de Group 1 Corporation) solicita a 30 Coordinadores bilingües para ayudar a clientes Hispanos por teléfono con preguntas de mantenimiento y reparacion mecánica de su automóvil nuevo o usado.  Sterling McCall opera mas de 100 concesionarios de diversas marcas por todo el pais y un Call Center aquí en Houston que procesa mas de 1 million de llamadas telefónicas por año.  Coordinadores bilingües trabajan 5 dias por semana, Lunes a Sabado, 30 a 40 horas (tiempo completo) y hacen citas/reservaciones para clientes que desean traer su vehiculo al concensionario. 

 

Interesados deben tener 1 a 2 años experiencia en un Call Center o ayuda al cliente (Customer Service) y capaz de resolver quejas (Complaint Resolution) de manera profesional.  Se requiere un conocimiento general/avanzado de computadoras / internet / correspondencia electrónica (email, web chat, text) y la abilidad de ser respetuoso/amable con gerencia/colegas en un ambiente de oficina.  Ofrecemos atractivo plan de pago ($14 por hora; $300 a $650 primas mensuales), entrenamiento pagado y ascenso de puesto según el desempeño.

 

Salary: $14 Hourly

ShiftAttend 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)

 

 Here is Why You Will Want to Work Here

  • Monthly performance bonus
  • Onsite employee gym and locker room*
  • Daily lunch options from onsite food vendors*
  • Employee wellness initiatives
  • Employee discounts for vehicle repairs, parts, or new and used purchases
  • Medical insurance, Vision insurance, Dental insurance, Paid vacation, 401K with Company match*, and Employee Stock Purchase Plan

*suspended (temporarily) due to COVID-19

Responsibilities

  • 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
    • 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
      • 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*