Bilingual Call Center Representative

Job Overview

Summary / Objective

Working out of a high-volume call center in a dealership or central office, the Appointment Coordinator is responsible for answering phones with professionalism and courtesy before scheduling customers for service and / or sales visits to one of our many dealerships and collision centers.

Throughout their exchange with customers, the Appointment Coordinator will answer questions and assist them wherever possible to ensure the delivery of World-class service and satisfaction.

Essential Functions

• Schedules service and / or sales appointments
• Answers and routes calls, takes messages, transfers to voicemail providing customer service to callers
• May greet visitors to the dealership and announce them or direct them to the appropriate department or person
• May provide general assistance to guests
• Data entry
• Maintains electronic and manual filing systems
• Follows attendance and punctuality standards and adheres to timekeeping standards; Employees are required to record the beginning and end times of any shift, break, or departure from work for personal reasons
• Follows the Code of Business Ethics and Conduct
• Understands and follows all work rules and procedures and follows lawful directions from Supervisors
• Upholds the company's non-disclosure and confidentiality policies and agreements
• Maintains a professional appearance in accordance with company policy
• Maintains the professional appearance of the assigned work area for self and subordinates
• Attends pertinent training
• Attends company meetings as required
• Other duties as assigned

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

All other duties as assigned.

EEO Statement

The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.

Requirements

Competencies

• Excellent customer service skills
• Proficient with Microsoft Office suite (Word, Excel, PowerPoint, etc.).
• Keyboard skills of 50 plus wpm
• Ability to apply common sense understanding to carry out detailed written or oral instructions
• Ability to deal with standardized situations with only occasional or no variables.
• Ability to interact well with a diverse group of people

Physical Demands / Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Light Work- lifting no more than 20 pounds at a time and / or frequent lifting or carrying of objects weighing up to 10 pounds.

This position requires a good deal of walking or standing, or this position could involve sitting most of the time with some pushing and pulling of arm or leg controls.

This position requires the ability to climb, push, pull, stoop, kneel, reach, and grasp.

This position involves repetitive motion.

This position requires the ability to talk and hear.

This position is primarily located in an office environment, with heating and air conditioning. Position Type / Expected Hours of Work

Standard Business Hours with the ability to work nights, weekends, and holidays as required for this position Required Education and Experience

High School Diploma or equivalent; and six months to one year of related experience and / or training; or equivalent combination of education and experience Preferred Education and Experience

High School Diploma or equivalent; and one to two years of related experience and / or training in a customer service or receptionist or similar position.

One year prior experience in a dealership; or equivalent combination of education and experience