Customer Care Representative

Full-time

Worcester, MA

About the position

The Customer Care Representative at Harr Motor Group is responsible for delivering exceptional customer service experiences as the first point of contact for customers. This role involves addressing inquiries, resolving concerns, and providing accurate information to ensure customer satisfaction.

Responsibilities

• Handle incoming customer calls and emails professionally, providing efficient and personalized assistance.
• Identify and assess customer needs to achieve satisfaction and provide appropriate solutions.
• Document all customer interactions and transactions accurately in our customer relationship management (CRM) system.
• Collaborate with other departments, such as Sales and Service, to resolve customer issues and escalate as necessary.
• Keep up-to-date on product knowledge and company policies to provide accurate information to customers.
• Assist in maintaining customer satisfaction ratings and achieve set goals.
• Make 15 calls per hour for customer follow up.
• Book appointments for the sales department daily.
• Help customers navigate through the online sales process.
• Maintain high levels of customer satisfaction.
• Take accurate and thorough notes in CRM.
• Promptly respond to Internet leads within 15 minutes or less.
• Accurately record vehicle and customer data in CRM.
• Answer customers emails in a timely manner.

Requirements

• Prior experience in customer service or related role is preferred.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and decision-making abilities.
• Ability to empathize with customers and remain calm and composed in challenging situations.
• Proficiency in using CRM systems and other customer service software.
• Flexibility to work in shifts, including weekends and holidays.

Benefits

• Dental insurance
• Paid holidays
• Paid time off
• Vision insurance
• Comprehensive health, dental, and vision insurance
• 401(k) retirement savings plan
• Career development opportunities within the company
• 2 weeks paid vacation to start
• Up to $100 a week in childcare reimbursement
• College scholarship for employee's children