Job Description
Title: Contact Center Specialist
Location: Maple Shade, New Jersey, United States
Holman is a global automotive leader that serves both commercial and consumer clients The Holman Way by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.
Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles, Holman is continuously Driving What’s Right.
This is a Remote, Work from Home Opportunity for applicants in the Maple Shade, NJ area only. Must be able to work flexible hours, which include some Saturdays.
The CEC Service Coordinator is responsible for receiving and responding to inquiries that result from phone calls and internet customers looking to schedule a service appointment. The CEC Service Coordinator will be evaluated based on performance standards that measure how service appointment are scheduled. A CEC Service Coordinator must show up for work on time, per the published schedule and conduct himself/herself in a manner compatible with the existing corporate culture, and general policies and procedures of the company.
Responsibilities:
- Handle inbound and outbound phone calls with customers to schedule service appointments.
- Act as the first point of contact for customers in need of service appointments.
- Determine and document customer needs/understand their reason for calling.
- Schedule service appointments by service advisor using Xtime scheduling system.
- Place reminder calls to customers regarding pending scheduled service appointments.
- Place follow-up calls to customers regarding recent service visit experience.
- Build strong relationships with customers and dealership employees.
- Maintain a high and consistent level of premium-brand, customer service and WOW customers.
Qualification Criteria:
- High School Diploma
- Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)
- Pleasant and engaging phone persona must be able to project a smile’ over the phone.
- Proven outstanding customer service.
- Listen and record accurately.
- Excellent interpersonal skills, both in person and over phone.
- Call Center experience is preferred, but not required.
- Proficient computer skills with ability to learn scheduling and other computer systems.
- Team-oriented and flexible/multi-tasking.