Customer Service Representative

Customer Service Representatives are the primary point of contact between customers and the dealerships. As part of our Business Development Center, the Representative makes outbound calls to support Mercedes-Benz dealerships. We focus on service appointment scheduling and act as an extension of the dealership.

Hours are 10:00 am to 6:00 pm, Monday through Friday in your time zone. 

PRIMARY OBJECTIVE

Provide personalized, high-touch customer service to dealership customers. Professionally focus on making outbound calls, handling Connected Car leads, and helping with setting up appointments with service. 

RESPONSIBILITIES 

•  Key communication representative for luxury OEM dealers

• Positive interaction with customers via phone, managing upwards of 20 outbound calls per hour.

• Schedule service appointments with dealership in customer’s area

• Help with product information questions and direct customer to appropriate dealer / personnel in customers area.

• Focus on outbound calls. Examples are Service Reminders and Scheduling, Declined Service Follow up.

• Outreach, and timely, expert follow-up on Leads

• Detail oriented to document information within software tool

QUALIFICATIONS and REQUIREMENTS

• Minimum 1 year experience in a dealership call center/BDC

• Experience working with customers that have a high quality of standards

• Well-spoken, strong grammar and communication while typing and speaking

• Customer service software skills – experience with call tracking software  or similar software is a plus

• Able to work 10:00am to 6:00pm with majority of the time on the phone, making calls and documenting customer interactions.

• Have physical and mental requirements to meet the above listed job responsibilities to include sitting at a desk / computer for long periods of time, professional phone and speaking skills, using computer communication tools including headset.

Job Type: Full-time

Work Location: In person at our office in Farmington Hills, MI or remote

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Latcha+Associates will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)

All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws.