Job Summary: The Client Care Center Representative serves as a first point of contact for MobilityWorks clients and prospective clients. This is a sales-focused, commission-based appointment-setting role responsible for handling inbound calls and leads, conducting outbound follow-up, understanding and qualifying client needs, and scheduling sales appointments with Certified Mobility Consultants. Success requires clear and empathetic phone communication, strong sales ability, consistent follow-through, and accurate documentation in Salesforce.
Essential Job Functions and Duties:
- Handle a high volume of inbound phone calls and leads with the goal of converting qualified client interest into sales appointments
- Respond to leads from website forms, live chat, third-party sources, vendors, and other inbound channels
- Conduct outbound follow-up and re-engagement calls with prospective and past clients
- Use a consultative qualification process to understand each client's mobility needs, vehicle interests, purchase timeframe, budget, trade-in status, and location
- Communicate the value of meeting with a Certified Mobility Consultant, address objections, and confidently ask for the appointment
- Schedule appointments in Salesforce and assign them to the appropriate MobilityWorks location
- Document all client interactions, qualification details, dispositions, appointments, and follow-up activity accurately in Salesforce
- Notify store teams of scheduled appointments and complete post-appointment follow-up
- Follow established lead-management, follow-up, and escalation processes accurately and on time
- Answer general questions regarding MobilityWorks products and services, including vehicle sales, service, pricing, financing, and leasing
- Maintain current knowledge of MobilityWorks products, services, programs, and processes through initial and ongoing training
- Collaborate with fellow Client Care Center Representatives, General Managers, Certified Mobility Consultants, and other internal stakeholders
Position Qualifications and Experience:
- High School diploma or GED
- (preferred) One or more years of experience in a sales or commission-based role, particularly phone-based sales
- (preferred) One or more years of call center or customer service experience
- (highly preferred) One or more years of experience working in an automotive business development center (BDC)
Physical Demands/Work Environment:
- Must have a quiet, dedicated workspace, free from interruptions and reliable high-speed internet capable of supporting phone activity and Microsoft Teams meetings.
- Must be able to complete physical activities (walking, standing, talking, kneeling, hearing, pushing, reaching, seeing, stooping/crouching, smelling, depth perception, identifying colors) as needed.
- Participate in required company safety programs, training programs and PPE guidelines.