Job Title: Customer Care Specialist (Call Center Representative)
Job Summary
This position delivers a white?glove customer experience by serving as the first point of contact for vehicle owners. The Customer Care Specialist provides personalized support while coordinating requests related to product questions or concerns, customer and dealer complaints, vehicle technology inquiries, out?of?warranty goodwill assistance, and repair or maintenance needs.
The specialist acts as a trusted resource for customers and works collaboratively with internal teams, regional partners, and dealership personnel to develop effective solutions. This role is critical in increasing customer loyalty and first?choice preference by supporting customers from initial contact through final resolution while delivering an exceptional experience.
Key Responsibilities
- Welcome new vehicle owners, address questions or concerns related to their vehicle, and proactively communicate regarding vehicle alerts while assisting with resolution needs
- Proactively reach out to customers to coordinate resolutions for vehicle concerns, dealer complaints, general inquiries, warranty and extended service contract questions, out?of?warranty goodwill requests, and parts?related escalations
- Ensure timely and accurate communication with both customers and dealerships throughout the resolution process
- Provide technical support by handling complex customer cases, including technology application troubleshooting, with minimal supervision
- Collaborate with internal departments such as Training, Information Systems, Customer Management, Technical Support, Campaigns, and Operations to improve resolution outcomes
- Perform research using available tools to effectively resolve customer inquiries, including coordinating parts backorders and consulting technical specialists for vehicle?related questions
- Meet or exceed quality standards for call monitoring and case management Key Performance Indicators (KPIs)
- Communicate applicable service campaigns or recall information and document interactions according to customer service policies and procedures
- Accurately document customer concerns received via inbound calls, written correspondence, and surveys within the case management system
- Provide inbound phone support for the customer loyalty rewards program related to vehicle servicing at participating dealerships
Minimum Qualifications
Job Knowledge & Skills
- Excellent analytical, interpersonal, verbal, and written communication skills
- Strong customer service mindset with a passion for helping others
- Proven conflict resolution and problem?solving abilities
- Action?oriented, adaptable, and personable with strong organizational skills
- Ability to contribute to process improvement and service enhancements
Functional Knowledge
- Customer Service
- Consumer Affairs
- Customer Satisfaction
- Marketing
- Parts and Service Operations
- Sales Operations
- Vehicle Customer Support processes
Experience
- 1–3 years of directly related professional?level experience
Education
- Bachelor’s degree from an accredited university
Computer Skills
- Proficient with standard computer applications including word processing, spreadsheets, and other business systems
- Ability to navigate multiple systems to resolve complex customer issues efficiently
#INDEPI