Customer Service Specialist

Job Summary

The Customer Service Specialist is responsible for managing inbound customer inquiries via calls, chats, and website forms. The role focuses on lead qualification, customer education, expectation setting, and accurate CRM documentation to ensure seamless transition to the Sales team and adherence to company SLAs.

Key Responsibilities

Respond to inbound leads within 1 hour.

Confirm vehicle model, trim, specifications, budget, payment method, and timeline.

Educate customers about models, financing options, and insurance.

Accurately tag and update leads in CRM.

Ensure smooth handover to Sales team.

Log all interactions and escalate delays when necessary.

Maintain SLA compliance and participate in performance reviews.

Ensure high customer satisfaction and professional communication.

KPIs

First Response Time

Lead Qualification Accuracy

Lead-to-Sales Conversion Rate

SLA Adherence

Customer Satisfaction (CSAT)

Lead Drop-off Rate

Required Qualifications

Bachelor's degree in Business Administration or related field.

Minimum 2+ years experience in Customer Service or Call Center roles.

Automotive industry experience preferred.

Experience using CRM systems.

Strong communication skills.

Required Skills

Strong interpersonal communication

Active listening skills

CRM tools familiarity.

Problem-solving mindset

Ability to manage multiple leads under pressure