Customer Care Specialist

Fields BMW of Winter Park is seeking a positive team member to join our dynamic dealership to provide a luxury experience to both our internal and external customers! Our goal is to provide the best customer experience and create life-long relationships.

Being family owned and operated, our culture and standards that define our day-to-day beliefs encompass our Fields Five: Safety, Integrity, Courtesy, Presentation, Efficiency. We have a common purpose to ensure transparency and a collaborative environment where team members are encouraged to express their ideas with a strong belief in promoting from within the organization.

This full time opportunity in a fast-paced call center supporting multiple luxury auto dealerships and will have flexible scheduling with bonus potential for appointments scheduled.

Responsibilities

• Tools & Systems: Dealership CRM systems, scheduling software, and call center platforms
• Performance Metrics: Call quality, appointment accuracy, and customer satisfaction scores
• Tools & Systems: Dealership CRM systems, scheduling software, and call center platforms

Inbound Calls

• Schedule service appointments
• Assist with alternate transportation needs
• Answer basic service and pricing questions
• Provide parts and labor pricing information
• Coordinate recall appointments
• Direct customers to the correct department

Outbound Calls

• Perform friendly "missed appointment" service follow-up calls
• Schedule recalls and tele-service
• Contact customers regarding special parts orders

Qualifications

• Excellent communication and active listening skills
• A genuine passion for helping customers
• Comfort with computers and the ability to learn new systems quickly
• A positive attitude and a team-first mindset

What We Offer

Benefits: Medical, Dental, Vision, Short- and Long-Term Disability, Paid Basic Life Insurance, 401(k) Plan, Personal Time Off, Paid Training, Employee vehicle purchase plans, Health and wellness and Sundays off.

Additionally

• Supportive team environment that encourages growth and celebrates success
• Opportunities for advancement within the Fields Auto Group
• A culture built on respect, fairness, and open communication
• The excitement of working with luxury automotive brands in a company that truly values people

Physical Demands: While performing the duties of this job, the employee is regularly required to sit, and talk or hear; frequently required to use hands to finger, handle or feel; occasionally required to stand, walk, reach with hands and arms; and stoop, kneel, crouch or crawl; must occasionally lift and/or move up to 20 pounds; specific vision abilities required by this job include close vision.