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Group 1 Call Center Agent

Job Description

The call center agent handles inbound calls and inquiries and outbound communications regarding new and pre-owned vehicles. The agent’s primary objective is to convert these inquiries into appointments for Group 1 Automotive dealerships. Agents will be responsible for working closely with our dealerships and our customers to increase the effectiveness of Group 1’s new and pre-owned vehicle operations and to provide a “world-class" customer experience.

 

Essential requirements include, but are not limited to, the following capabilities: 

 

  • Provide world-class customer service in every interaction for optimal call center performance and customer satisfaction.

 

  • Identify unique new/pre-owned department opportunities for every customer and capture all pertinent details within the appointment record to ensure that dealerships / Client Advisors address these details when customers arrive.

 

  • Work toward 100% conversion of every inbound customer call and internet inquiry to a scheduled appointment to increase new and pre-owned department traffic and dealership profitability.

 

  • Navigate desktop applications and leverage all available resources, policies and procedures to provide accurate and timely responses to customer inquiries.

 

  • As needed, follow up on all inquiries to ensure resolution satisfies customer, dealership and company expectations.

 

  • Accurately advise customers on vehicle descriptions  in order to schedule an appointment for the customer to visit the dealership as part of the vehicle purchase process.

 

  • Quote pricing after manufacturer and dealership discounts in accordance with specific dealership direction.

 

  • Demonstrate a detailed understanding of products, services and pricing for all domestic, foreign and luxury brands within Group 1’s dealership network.

 

  • Log all calls using approved call codes and enter relevant details regarding client interactions/services rendered through approved CRM / call-tracking system. 

 

  • Assist call center to achieve or exceed service-level objectives and key operational initiatives.

 

  • Work on special projects as assigned by management. 

 

 Commitment to uptime and optimal performance

  • Adhere to assigned work schedules by maintaining required attendance/punctuality.

 

  • Maximize phone availability to reduce customer hold-times in call queue and ensure calls are answered within established service level targets.
  • Meet/exceed individual performance benchmarks as required by productivity scorecards and quality assurance standards.

Job Requirements

Experience Required

  • Two years of high-volume customer service experience either in a call center or retail environment.

 

  • Exemplary written and verbal communication skills with special emphasis on resolving complaints or customer escalations.

 

  • Strong negotiation skills and the ability to secure appointments regardless of customer resistance.

 

  • Ability to adapt to sudden business and industry changes that directly affect automotive service operations. 

 

Knowledge and Skills

  • Intermediate knowledge of MS Office and other common desktop software applications.

 

  • Ability to participate in a rotation for after-hours, weekend, and holiday coverage in a multi-site, multi-queue call center environment.

 

  • Ability to perform effectively in a fast-paced, high-volume call center with varying levels of stress and service issues that impact customers' experience.

 

  • Detailed troubleshooting, problem solving and root-cause analysis skills to promptly resolve client issues.

 

  • Willingness to collaborate with peers and other business units to investigate and resolve service issues in a timely fashion.

 

  • Strong work ethic and attention to detail with excellent documentation and client follow-up abilities.

 

  • Previous help desk or customer service experience with a general understanding of call center performance metrics.

 

  • Knowledge of ADP, Xtime, dealer-management systems and automotive retail operations is preferred. 

 

Education Required

  • High school diploma required.

 

  • Associate Degree or equivalent industry / manufacturer certification credentials preferred .

 

Compensation and Location:

Position will be based in Houston, Texas. 

 

Compensation:  Hourly rate based on experience; excellent benefit package to include 401(k) with match; Employee Stock Purchase Plan; medical, dental and supplemental benefits. 

 

Group 1 is a Fortune 500 automotive retailer and a leading operator in the $1 trillion automotive retailing industry.  Group 1 currently owns over 140 new car dealerships comprised of over 130 franchises, over 30 different brands, and over 30 collision service centers located in fifteen states, the United Kingdom and Brazil. Through its dealerships and internet sites, Group 1 sells new and used cars and light trucks, arranges related financing, and sells ancillary products like vehicle service and insurance type contracts.  Group 1 also provides maintenance and repair services for all of its brands, performs collision repair and sells replacement and wholesale parts.  Our company offers excellent upward mobility for high-performers. 

 

For additional information on Group 1 Automotive please visit our website at www.group1auto.com .

Job Snapshot

Post Date 1/1/2015
Location Houston, TX
Base Pay $11.00 - $13.00 /Hour
Employment Type Full-Time
Job Type Automotive, Admin - Clerical, Customer Service
Education High School
Experience At least 2 year(s)
Manages Others No
Relocation No
Industry Automotive - Motor Vehicles - Parts, Retail
Required Travel None
Job ID Group 1 Call Center Agent
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