Customer Retention Representative jobs in Ann Arbor, MI

Victory Automotive Group is family owned and operated since 1997 with over 40 locations across the United States. We provide the best opportunities for all employees, customers, communities, and each manufacturer we represent. Our continued commitment is to improve our dealerships and services to fully satisfy our customers’ needs. We consistently provide a pleasant, informative, and professional experience.

Victory Automotive Group is always looking for talented, self-motivated individuals to join our team. If you think you are ready to be a part of an exciting team, then we encourage you to continue with this applicant friendly, online job application!

Victory Automotive Group is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

JOB DESCRIPTION

Victory Automotive Group is seeking a Call Center Lead Representative for our Corporate Call Center. Our ideal candidate pays close attention to detail, uses critical thinking, can communicate effectively, and assist if needed to get work completed within specific time frames. The successful candidate(s) will be able to assist in effectively solving issues or inquiries, while maintaining the highest level of customer service to our internal and external customers. The candidate(s) will be responsible for assisting with inbound calls and outbound campaigns, administrative, training and coaching of agents and requires motivated individuals who love assisting others in person, via phone, email, and text, in a professional and exciting office environment.

RESPONSIBILITIES:

• Answer incoming phone calls generated from dealer websites and other sources provided.
• Able to manage both inbound and outbound calls.
• Provide the highest level of customer service possible.
• Assist customers with a pleasant appointment setting experience by determining appropriate scheduling needs for their vehicle.
• Work to provide the highest level of customer service possible, treating our customers as family.
• Proactively provide feedback to our internal team that helps improve our services and create a better customer experience.
• Assist with basic questions regarding various aspects of sales and service.
• Maintain accurate and updated notes in the CRM.
• Maintain productivity standards as set by departmental needs.
• Willingness to assist in all areas of the business, including sales, service and other requests as needed.
• Hold and maintain yourself and others to high moral and ethical standards and conduct yourself with honesty and integrity.
• Identifies staff training needs and coordinates development with Management team.

• High school diploma or GED preferred, some post high school education or training a plus.
• Minimum of 2 years leadership experience
• Outgoing and upbeat personality that exhibits the highest level of professionalism, work ethic and dependability.
• Ability to effectively communicate with dealerships, management, and coworkers.
• Self-motivated with a positive attitude
• Well-developed and effective interpersonal skills with a commitment to working collaboratively in a team environment.
• Working knowledge of the automotive industry preferred
• Excellent verbal and written communication skills, including grammar, spelling and punctuation.
• Excellent decision making and problem-solving skills.
• Train and lead employees to ensure adherence to quality standards, deadlines and company procedures.
• Organizational and time management skills, as well as a strong attention to detail
• Professional appearance.
• Superior dependability
• Enjoy providing meaningful connections with customers via phone and email.
• Ability to relate, emphasize, and build rapport with customers.
• Must be adaptable and flexible within an ever evolving and diverse environment.
• Ability to pass pre-employment background check and drug screening.
• Customer Service and/or Call Center experience required.
• Knowledge of Microsoft Office Suite applications, particularly Excel and Word
• Flexibility in availability/schedule
• Bilingual: Fluent in both English and Spanish considered an asset

COMPENSATION:

• Competitive Pay Based on Experience
• Medical Benefits
• Paid Vacation
• Holidays
• Professional Workplace
• Non-Smoking Workplace
• Drug Free Workplace
• Opportunity for Advancement
• Direct Deposit
• 401(k) with Company Match

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all duties and responsibilities. We reserve the right to amend and change responsibilities to meet business and organizational needs as necessary.

We are an Equal Opportunity Employer and a drug free workplace.

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