Bilingual Customer Care Representative (Automotive BDC)

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Position Summary:

We are looking for an enthusiastic Bilingual Customer Care Representative to join our dealership's sales team. You will receive inbound and make outbound calls based on leads generated by our marketing efforts with the goal of booking appointments for the sales team and acting as a first point of contact for our diverse customer base with a focus on 100% satisfaction.

To be successful as a Bilingual Customer Care Representative, you must be highly personable and fluent in English and Spanish alike, have strong sales skills and make a high volume of calls and texts with effect through our Customer Relationship Management system. Top candidates will be personable individuals, possess excellent communication skills and be able to carry on a business and friendly conversation fluently in English and Spanish alike. The ideal candidate will look forward to working in a fast-paced environment and have a passion for great customer service, multitasking, problem-solving, and a strong multi-cultural understanding of the community we serve.

Responsibilities:

• Responding to customer inquiries and resolving issues promptly and professionally through various communication channels (phone, email, live chat).
• Provide accurate and detailed information about our products, services, pricing, and promotions.
• Assisting customers in navigating through our website or online platforms, resolving complaints, as well as troubleshooting technical issues if necessary.
• Maintain and update customer information within the CRM system, including contact details, interactions, and preferences.
• Collaborating with other departments, such as Sales, to ensure smooth order processing and delivery and to identify and escalate priority issues or customer complaints to the appropriate department or supervisor.
• Proactively identifying opportunities to upsell or cross-sell products to interested customers.
• Following up with customers regarding inquiries, requested information, to schedule and ensure appointment, ensure complete satisfaction, and resolve any outstanding issues.
• Develop and stay up to date with comprehensive product knowledge, industry trends, and company policies to provide accurate and relevant information to customers as well as to effectively address customer inquiries.
• Use sales techniques to encourage customers to schedule appointments, visit the dealership, or make purchases.
• Adhering to company guidelines, protocols, and ethical standards while maintaining a high level of professionalism in all customer interactions.
• Collaborate with other team members, including sales representatives and technicians, to ensure excellent customer experiences and problem resolution.
• Greeting and assisting walk-in customers and treating all clientele with courtesy and respect.
• Assisting with various other tasks at the dealership.

Qualifications:

• Able to speak fluently in English and Spanish required.
• Proven experience in sales and customer service track record or obvious desire to provide next level customer service.
• Proficient in Math and excellent verbal and written communication skills in both languages, with the ability to effectively explain complex information in a clear and concise manner.
• Strong interpersonal skills and the ability to build rapport with customers.
• Proficient in using customer relationship management (CRM) software, internet and Microsoft Office software, and other relevant software applications.
• Ability to handle difficult customers with patience and professionalism.
• Strong problem-solving skills, ability to learn quickly and the capacity to handle multiple tasks simultaneously.
• Detail-oriented with excellent organizational skills to ensure accurate and efficient data entry and record-keeping.
• Ability to work independently as well as part of a team.

Education and Experience:

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Previous experience in a customer service role, preferably in a call center or e-commerce environment.
• Familiarity with products or services related to the industry is a plus.
• Demonstrated ability to meet or exceed customer satisfaction goals.

We offer ongoing training and development opportunities, and a dynamic work environment. If you are a self-motivated individual who is passionate about delivering excellent customer service, we invite you to apply for the position of Bilingual Customer Care Representative (Automotive BDC).

Pay is based on Performance.