Automotive Customer Service Representative

Arlington Heights Ford is looking for friendly, motivated and customer-focused individuals to join our Business Development Center (BDC) supporting both our Sales and Service departments.

No automotive experience is required. We will train the right person.

If you're great on the phone, enjoy talking with people, communicate well by text and email, and genuinely enjoy helping customers, you may already have the skills we're looking for.

Our Automotive Customer Service Representatives are often the first point of contact for our customers.

Depending on your experience, strengths and interests, you may work with customers who are shopping for a new or pre-owned vehicle, customers scheduling service and maintenance, or a combination of customer-support responsibilities.

You don't have to know which area of the dealership is right for you before you apply.

We're looking for great people. We'll get to know your strengths and determine where you may have the best opportunity to succeed.

Bring us your personality, work ethic and drive. We'll teach you the automotive business.

Your Experience May Be a Great Fit - Even If You've Never Worked at a Dealership

This position uses skills found in many different customer-facing careers, including:

• Customer service
• Customer care
• Inbound and outbound phone calls
• Call center communication
• Inside sales
• Internet lead response
• Appointment setting and scheduling
• Customer follow-up
• Lead management
• Customer relationship management
• Phone, text and email communication
• CRM and customer database management

If you've been successful in customer service, retail, hospitality, restaurants, call centers, wireless or cellular sales, inside sales, appointment scheduling, banking, insurance, medical or dental scheduling, reception, office customer service or another customer-facing position, we'd like to hear from you.

What You'll Do

Depending on whether your role supports our Sales team, Service team or both, responsibilities may include:

• Answer incoming customer phone calls
• Respond promptly and professionally to customer inquiries
• Communicate with customers by phone, text and email
• Make outbound customer follow-up calls
• Build rapport and establish relationships with customers
• Schedule and confirm customer appointments
• Follow up with customers regarding upcoming or missed appointments
• Maintain accurate customer information and communication history in our CRM
• Work closely with dealership departments to create a seamless customer experience
• Follow established customer-contact processes and communication standards
• Meet individual and department performance objectives
• Represent Arlington Heights Ford professionally in every customer interaction

Sales Customer Support May Include:

• Responding to internet leads and online vehicle inquiries
• Answering questions from customers interested in new and pre-owned vehicles
• Following up with prospective vehicle buyers
• Scheduling showroom appointments
• Confirming sales appointments
• Re-engaging previous customers and unsold prospects
• Helping customers begin the vehicle-shopping process

Service Customer Support May Include:

• Answering incoming service-related calls
• Scheduling maintenance and repair appointments
• Assisting customers with basic service scheduling questions
• Making outbound calls to customers regarding service opportunities
• Following up with customers regarding recommended or upcoming maintenance
• Confirming service appointments
• Helping customers connect with the appropriate service team member when necessary
• Supporting customer retention and service follow-up efforts

Benefits

• 401(k)
• 401(k) matching
• Dental Insurance: EE, EC, ES & Fam
• Vision Insurance: EE, EC, ES & Fam
• Health Insurance: EE, EC, ES & Fam
• Group Life and AD&D Insurance
• Disability Insurance: Long-term and Short-term
• Critical Illness Insurance
• Accident Insurance
• Paid Time Off
• Ongoing Professional Development
• Career Advancement Opportunities
• Employee Vehicle Purchase Opportunities

We are open to both full-time and part-time candidates.

Whether you're looking to begin a new career, make a career change, return to the workforce or find a part-time opportunity where your communication and customer-service skills can make a difference, we encourage you to apply.

Specific hours and scheduling will be discussed during the interview process based on dealership needs, position and candidate availability.

Training & Development

We'll teach you the automotive business.

New team members receive hands-on training and ongoing coaching designed to help them learn:

• Professional customer communication
• Phone handling techniques
• Appointment-setting and scheduling techniques
• Internet and digital customer communication
• Customer follow-up
• CRM and customer-management systems
• Basic automotive terminology
• Dealership processes
• Customer service standards
• Sales or Service processes applicable to their position

You'll work alongside experienced automotive professionals who understand what it takes to provide an outstanding customer experience and develop long-term customer relationships.

Whether this is your first automotive position or you already have dealership experience, our goal is to provide the tools, coaching and support necessary for you to succeed.

Compensation

Full-Time Annual Earning Potential: $40,000-$75,000

Compensation may include base pay plus performance-based incentive opportunities depending on position.

Actual earnings will vary based on position, hours worked, individual performance, achievement of applicable performance objectives and compensation-plan terms.

Part-time compensation will vary based on hours worked, position and performance.

Specific compensation details for the position being considered will be discussed during the interview process.

Requirements:

Who We're Looking For

We aren't simply looking for people who already know the automotive business.

We're looking for people with potential.

Automotive experience is welcome, but it is NOT required.

• Friendly, upbeat and professional
• Comfortable speaking with customers on the phone
• A strong verbal and written communicator
• Comfortable communicating by phone, text and email
• Patient and genuinely enjoy helping people
• Organized and able to manage multiple customer conversations
• Dependable and punctual
• Customer-focused and relationship-oriented
• Goal-oriented and motivated
• Coachable and willing to learn
• Comfortable working with computers and customer-management systems
• Able to work independently and as part of a team
• Motivated by both customer satisfaction and performance
• Preferred CDK experience but will train right candidate
• Must have a valid driver's license
• Must be authorized to work in the USA
• Must pass pre-employment screenings and background checks

Why Arlington Heights Ford?

Where you work matters.

Arlington Heights Ford has proudly served Chicagoland customers for decades and has built a national reputation for exceptional customer satisfaction in both Sales and Service.

We are proud to be recognized as one of the most awarded Ford dealerships in the country, including:

• 35 Ford President's Awards recognizing outstanding customer satisfaction
• 8 consecutive J.D. Power Dealer of Excellence Awards
• National Dealer of the Year recognition from DealerRater/Cars.com
• 5+ years of CARFAX dealer recognition
• Chicago Tribune Top Workplace recognition
• Thousands of positive customer reviews from generations of loyal customers

These awards aren't simply plaques on a wall.

They represent decades of taking care of customers, building relationships and earning trust.

That reputation also gives our employees an advantage.

When you answer a phone call, respond to an online inquiry or contact one of our customers, you're representing a dealership with an established name, a tremendous customer base and generations of repeat and referral business.

You're not starting from scratch.

About Arlington Heights Ford

Arlington Heights Ford has proudly served Arlington Heights and the surrounding Chicagoland communities for decades.

Our success has been built through long-term relationships with our customers, our community and our employees. Our numerous customer-satisfaction awards reflect a culture focused on doing business the right way and creating experiences that keep customers coming back.

Arlington Heights Ford is part of the Tasca Automotive Group, giving our employees access to the resources and opportunities of a larger automotive organization while maintaining the local reputation, culture and customer relationships that have made Arlington Heights Ford successful.

Ready to Get Started?

You don't need automotive experience to start a career in the automotive business.

If you're great with people, comfortable on the phone, motivated to succeed and willing to learn, we'd like to meet you.

You don't need to decide whether Sales or Service is right for you before applying. Let's meet, learn about your strengths and experience, and determine where you may have the best opportunity to succeed.

Whether you're looking for a full-time career or a part-time opportunity, bring us your personality, work ethic and willingness to learn.

We'll teach you the automotive business.

Apply today to join the Arlington Heights Ford team.

Arlington Heights Ford is an Equal Opportunity Employer. Employment decisions are made without regard to legally protected characteristics in accordance with applicable federal, state and local law.

EOE STATEMENTWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.