Call Center Representative

Responsibilities

• Respond quickly and professionally to inbound customer text messages about vehicle recalls and service needs.
• Convert service inquiries into scheduled appointments.
• Accurately log customer, vehicle, and appointment details across the company platform and dealership systems.
• Follow up with unresponsive or incomplete leads to maximize scheduling conversion.
• Escalate complex or unresolved issues to the Assistant Call Center Manager or the appropriate team member.
• Develop working knowledge of the platform, recall processes, and dealership partner requirements to address customer questions.
• Partner with BPO call center agents to maintain consistent messaging, tone, and service quality.
• Meet or exceed performance metrics, including response time, conversion rate, and customer satisfaction.

Requirements

• At least 1 year of experience in a high-volume call center environment.
• Experience with SMS/text-based customer service or chat support platforms.
• Ability to manage high message and call volume without sacrificing quality or accuracy.
• Excellent written communication and a clear, concise, professional texting style.
• Ability to navigate and multitask across multiple software systems.
• Strong time-management skills and ability to work independently in a remote, distributed team.

Nice to Have

• Experience meeting sales or conversion quotas in a lead-conversion or appointment-setting role.
• Familiarity with CRM or scheduling software.
• Experience in automotive or dealership operations.

Compensation and Benefits

• $20 per hour.
• Medical, dental, and vision coverage.
• 401(k) plan.
• Paid vacation, sick leave, and holidays.
• Career growth opportunities.
• Ongoing training and development.