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

Job ID 2020-15789
Job Location US-TX-Houston
Category Customer Service
Type Regular Full-Time

More Information About This Job

 

 

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: $14 Hourly

Shift: 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)

 

 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

 

Keeping Our Employees Safe

  • Masks are required in common areas throughout the office (This is not a virtual position)
  • Company will supply each employee with a washable face mask at no charge
  • Breakrooms and workstations are configured for safe social distancing
  • Daily cleaning crew providing regular disinfecting of contact surfaces
  • Occupancy is limited in restrooms and training rooms

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*

Group 1 Automotive is an Equal Employment Opportunity employer.

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