King & George, LLC
Automotive Call Center Agent (KG)
King & George, LLC, Richmond, Virginia, United States, 23214
Job Title:
Automotive Service Call Center Agent Department:
Customer Service Job Summary This position directly supports the customers vehicle operators and controls and monitors vehicle maintenance and repair costs. Responsible for answering calls from vehicle operators requesting routine or emergency vehicle services, coordinating with local vendors to provide services or repairs, verifying cost reasonableness for services, processing payment to vendors, and the data entry into the supporting software system. Working in a paced environment, ability to manage ambiguity, solution-oriented, and customer-focused.
Supervisory Responsibilities
None
Duties/Responsibilities
Greet and develop an ongoing relationship with customers
Help customers care for and maintain their vehicles
Take customer calls and provide accurate, satisfactory answers to their queries and concerns
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Collaborate with other call center professionals to improve customer service
Help to train new employees and inform them about the company’s customer management policies
Set up service appointments that align with the customer and vendor schedules
Serve as liaison between the vehicle operator and the vendor
Ask questions to effectively of customer to accurately identify and verify vehicle mileage and service needs
Provide customers with information schedule repair or maintenance appointments
Review vendor estimates and warranties on parts to ensure cost savings
Identify repeat repairs in the customers best interest
Work with vendors to determine necessary repairs and possible alternatives to cut costs
Administer new and used vehicle warranty repairs in accordance with warranty specifications
Write and verify accurate repair orders and include supporting documentation
Ensure on-time service is met, and address possible service issues with vendor performance
Maintain a high level of professionalism via multiple channels of communication including emails, and phone conversations
Required Skills/Abilities
Proficient in written and oral communication skills according to skill requirements
Possess strong computer skills, able to read, write, and comprehend written instructional documents
Ability to function well in a high-paced and at times stressful environment
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
Ability to apply concepts of introductory algebra and geometry
Proficient Microsoft Office productivity suite
Education and Experience
High school diploma or equivalent
At least two years of related experience required
Automotive knowledge of two (2) or more years preferred
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer
Occasional periods of prolonged exposure to loud noises
Ability to lift up to 25 pounds at times
Ability to stand, walk, and reach with arms and hands as necessary
Ability to hear and see to position and safety requirement levels
Occasional exposure to elements such as heat, cold, noise, dust, dirt, and chemicals
Special Qualifications/Requirements
Must be able to successfully pass as required a federal, state, or local government’s background investigation
Disclaimer The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Job Description last Updated: 05/17/2022
Seniority level Entry level
Employment type Full-time
Job function Other
Industries Facilities Services
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Automotive Service Call Center Agent Department:
Customer Service Job Summary This position directly supports the customers vehicle operators and controls and monitors vehicle maintenance and repair costs. Responsible for answering calls from vehicle operators requesting routine or emergency vehicle services, coordinating with local vendors to provide services or repairs, verifying cost reasonableness for services, processing payment to vendors, and the data entry into the supporting software system. Working in a paced environment, ability to manage ambiguity, solution-oriented, and customer-focused.
Supervisory Responsibilities
None
Duties/Responsibilities
Greet and develop an ongoing relationship with customers
Help customers care for and maintain their vehicles
Take customer calls and provide accurate, satisfactory answers to their queries and concerns
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Collaborate with other call center professionals to improve customer service
Help to train new employees and inform them about the company’s customer management policies
Set up service appointments that align with the customer and vendor schedules
Serve as liaison between the vehicle operator and the vendor
Ask questions to effectively of customer to accurately identify and verify vehicle mileage and service needs
Provide customers with information schedule repair or maintenance appointments
Review vendor estimates and warranties on parts to ensure cost savings
Identify repeat repairs in the customers best interest
Work with vendors to determine necessary repairs and possible alternatives to cut costs
Administer new and used vehicle warranty repairs in accordance with warranty specifications
Write and verify accurate repair orders and include supporting documentation
Ensure on-time service is met, and address possible service issues with vendor performance
Maintain a high level of professionalism via multiple channels of communication including emails, and phone conversations
Required Skills/Abilities
Proficient in written and oral communication skills according to skill requirements
Possess strong computer skills, able to read, write, and comprehend written instructional documents
Ability to function well in a high-paced and at times stressful environment
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
Ability to apply concepts of introductory algebra and geometry
Proficient Microsoft Office productivity suite
Education and Experience
High school diploma or equivalent
At least two years of related experience required
Automotive knowledge of two (2) or more years preferred
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer
Occasional periods of prolonged exposure to loud noises
Ability to lift up to 25 pounds at times
Ability to stand, walk, and reach with arms and hands as necessary
Ability to hear and see to position and safety requirement levels
Occasional exposure to elements such as heat, cold, noise, dust, dirt, and chemicals
Special Qualifications/Requirements
Must be able to successfully pass as required a federal, state, or local government’s background investigation
Disclaimer The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Job Description last Updated: 05/17/2022
Seniority level Entry level
Employment type Full-time
Job function Other
Industries Facilities Services
#J-18808-Ljbffr