Location: Hybrid during training (onsite Tues/Wed/Thurs, remote Mon/Fri). Fully remote post training
Job Description: Dealer Chat Specialist
Assist customers via live chat through dealership websites; handling up to 6 chats at once. During interview they will have to do a mock chat session.
Associates utilize exceptional customer service, marketing, and sales techniques to support dealership operations and increase revenue.
This role will be supporting an expansive network of international dealership clients to deliver an exceptional customer experience while building lasting relationship between the customer and dealership. A typical day would include answering product questions, discussing financial concerns, scheduling appointments, or responding to a frustrated customer while taking ownership of each situation and offering a personalized, value-driven solution
KEY RESPONSIBILITIES/ACCOUNTABILITIES
• Represent dealerships across the national and global market via webchat, email, and various digital communication mediums
• Convert in-market vehicle sales and services customers to dealership leads, while meeting department KPIs and goals
• Serve as an expert in the product line, promotions, and dealership operations
JOB REQUIREMENTS
• Utilize web chat software to provide consultative assistance to customers with their vehicle purchase process
• Continuously aim to improve customer satisfaction, productivity and efficiency by making recommendations that benefit the customer making their buying experience better
• Be a goodwill ambassador for the company by courteous treatment of all customers
• Provide exceptional service to all internal and external customers
• Promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions
• Effectively builds rapport with customers, dealers and all team members
• Participate in any required training to maintain the technical knowledge and skills necessary to perform the job above the standard required
• Effectively and accurately document customer interaction
• Efficiently manage concurrent activities
REQUIRED
• 1-2 years of experience in Customer Service related profession
• Journalism/Creative Writing experience preferred
• Computer navigation and typing proficiency
• Strong reading comprehension and written communication and skills
• A positive self-starter that possess a strong work ethic, an ability to meet/exceed deadlines, organizational skills, excellent interpersonal skills and a strong attention to detail
EDUCATION
• Bachelor’s degree required
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