What are the responsibilities and job description for the Call Center Representative position at White River Toyota?
White River Toyota needs an on-site Call Center Representative to answer incoming client phone calls for the busy service department. These calls include but are not limited to scheduling service appointments, tracking parts, answering questions about recalls and general service inquiries. Candidate must be computer literate and have outstanding communication and customer service skills. The hours are either 7:30am-4:30pm or 8am-5pm Monday-Friday with rotating 8am-12pm Saturdays once per month.
\n- Answer all incoming calls (200-300 per day between 4 individuals).
- Assist each caller with the best customer service possible.
- Schedule all Service appointments.
- Review each vehicle's service history and recalls; advise customer appropriately and schedule accordingly.
- Keep up to date with all Toyota recalls.
- Track and schedule recalls as parts become available.
- Respond to all online chats and text messages.
- Monitor all appointments made online, fixing and calling customers as needed for service.
- Stay up to date on training through the University of Toyota, dealership provided training, etc.
- Other miscellaneous Call Center related tasks as needed.
- High school diploma or equivalent plus a minimum of one year relevant experience.
- Outstanding telephone skills: ability to converse comfortably and clearly with multiple people and to be courteous, efficient, and assertive in dealing with customers.
- Firm knowledge relevant to the customer service function.
- Strong computer skills; typing, filing and other basic office skills.
- Ability to multitask answering calls and using the computer program necessary to schedule the appointment or answer the customer inquiry.
- Ability to work cooperatively with other company staff, and handle customers in a courteous and efficient manner, regardless of the customer temperament.
- Prior experience in an Automotive setting a plus.
- Medical along with dental/vision/life/disability insurance;
- Flex spending accounts; 401(k) with company match;
- Immediate accrual of paid time off;
- Wellness offerings; substantial vehicle/service discounts;
- Annual incentives and opportunity for advancement;
- Community involvement, company events & more!