Call Center Representative

Job Title: Call Center Representative

The Call Center Representative serves as the first point of contact for potential customers, managing inbound and outbound communications to generate qualified leads and drive dealership growth. This role focuses on handling incoming calls, making outbound calls from lead lists, and nurturing customer relationships to schedule appointments and increase showroom traffic

• Lead Management:
  • Respond promptly to inbound calls, emails, and online inquiries regarding new and pre-owned vehicles.
  • Make outbound calls to follow up on leads from CRM, marketing campaigns, and previous customer interactions.
• Appointment Scheduling:
  • Set and confirm appointments for sales consultations
  • Ensure accurate details are communicated to reduce no-shows and improve conversion rates.
• Customer Engagement:
  • Provide professional, courteous assistance to customers, answering questions about inventory, financing, and dealership services.
  • Recommend alternative vehicle options when necessary and maintain a positive dealership image.
• Follow-Up Communication:
  • Conduct structured follow-ups with unsold leads and previous customers to encourage repeat business and referrals.
  • Maintain consistent communication to build trust and loyalty.
• Data Management:
  • Accurately log all customer interactions in the CRM system, updating lead status and contact details.
  • Track performance metrics related to lead conversion and appointment setting.

Essential Skills

• 2+ years of experience in phone customer service.
• Proficiency with Microsoft Office.
• Professional demeanor and willingness to communicate with customers via email and telephone.
• Comfortable with data entry tasks, recording customer information into the customer service database.

Additional Skills & Qualifications

• Ability to answer incoming customer inquiries via phone and email.
• Collaborate with management teams to stay updated on new products, services, and policies.
• Record customer information within the customer service database.
• Engage with clients in a friendly and professional manner while actively listening to their concerns.

Work Environment

The candidate will work at the dealership in Horsham, PA, with their own cubicle equipped with a phone and computer setup. They will be part of a team of about 5 other people, including other Customer Service Representatives and a Sales Manager. The dress code is business casual. The work schedule is Monday 9-8, Tuesday 9-5, Wednesday 9-8, Friday 12-8, and Saturday 8:30-5, with Thursday and Sunday off.

Job Type & Location

This is a Contract to Hire position based out of Horsham, PA.

Pay and Benefits

The pay range for this position is $ $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending