INTERNET CUSTOMER SERVICE REPRESENT

Job Description

Job Title:  Internet Customer Service Representative

Department:   Business Development Center

Reports to:   BDC Manager

FLSA Status:  Non-Exempt

Prepared By:  Chris Shakoor 

SUMMARY

Works with the Internet and Sales department by monitoring and communicating with potential customers.

ESSENTIAL DUTIES – Essential duties include the following.  Other duties may be assigned.

• Answers internet leads through use of digital media and the telephone.
• Sets up sales appointments for the Internet Sales Department.
• Follows-up with potential customers to confirm and reset appointments.
• Meets and greets customers and introduces them to their Internet Sales Consultant.
• Utilizes dealership CRM to record communication with customer.
• Develops a basic understanding of the Ford product to answer customer questions.   Seeks management expertise for technical inquiries beyond that expertise.
• Exhibits a high level of commitment to customer satisfaction.
• Establishes personal income goals that are consistent with dealership standards or productivity and strives to meet those goals.
• Attends training and sales meetings as required.
• Exhibits the organizational skills, telephone skills, and an understanding of digital media in order to ensure the maximum number of customers attending their appointments.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE  

High school diploma or general education degree (GED).   Three to six months related experience.   Must be proficient in the use of multi-line phone systems and phone etiquette. Must be proficient in computer use.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write grammatically correct emails and simple correspondence.  Ability to effectively present information in one-on-one or small group situations to customers.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists.   Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common factors, and decimals.  Ability to compute rate, ratio, and percent.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk and hear.   The employee is required to use hands and fingers.  Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.

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 the essential functions.

The noise level in the work environments tis usually moderate.

Northside Auto Group is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.  If you need a reasonable accommodation for any part of the employment process, please contact us by email at reasonableaccommodation@nsautogroup.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email.