Customer Experience Center Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the main contact for incoming customer calls related to vehicle service requirements.

• Provide outstanding customer service by resolving customer inquiries and concerns.

• Cultivate positive relationships with customers while representing Group 1 Automotive.

• Arrange service appointments across various dealership locations.

• Suggest appointments based on customer needs, manufacturer maintenance guidelines, and dealership availability.

• Verify appointment details and outline service expectations.

• Address questions regarding vehicle maintenance, service costs, warranty coverage, roadside assistance, and vehicle status updates.

• Resolve customer issues or liaise with the appropriate dealership staff.

• Record customer interactions and appointment details in various computer systems.

• Keep complete and precise customer records.

• Manage multiple applications while ensuring productivity and service excellence.

• Collaborate with Service Advisors, Service Managers, and internal teams.

• Contribute to team performance objectives and customer satisfaction benchmarks.

• Embody Group 1 Automotive’s core values of Integrity, Transparency, Professionalism, Teamwork, and Respect.

⛳️ Requirements

• At least six months of experience in customer service, call centers, retail, hospitality, appointment scheduling, or similar customer-facing roles.

• Strong verbal communication and active listening capabilities.

• Excellent customer service and problem-solving skills.

• Comfortable recommending services and securing appointments when suitable.

• Proficient in computer use, with the ability to navigate multiple systems concurrently.

• Strong organizational skills with a keen eye for detail.

• Dependable attendance and the ability to work independently in a remote setting.

• Professional home office equipped with high-speed internet (minimum 30 Mbps).

• Must live within the Greater Houston area.

• Bilingual in English and Spanish preferred.

• Experience in an automotive dealership or service environment preferred.

• Familiarity with appointment scheduling or customer contact center settings preferred.

• Willingness to work one of the specified shifts: 10:00 AM–7:00 PM, 10:30 AM–7:30 PM, or 11:00 AM–8:00 PM.

• Availability for rotating Saturdays.

🏝️ Benefits

• Opportunity for overtime.

• Monthly performance bonus opportunities.

• Overtime options available.

• $80 monthly technology allowance.

• Paid training provided.

• Annual performance reviews with the potential for merit increases.

• Performance-driven paid time off.

• Employee discounts on vehicles, parts, and service.

• Employee referral bonuses of up to $800.

• Every Sunday off.

• Rotating Saturdays: work one Saturday, followed by two Saturdays off.