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Date Added: Fri 04/06/2021


Atlanta, GA, US
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Job Type: Permanent, FullTime

Job Description

Service Department Call Center Representative

Jim Ellis Automotive Group's Service Department is seeking qualified candidates to provide excellent customer care as a representative in the call center.

Duties and Responsibilities:

  • Answer a high volume of incoming calls from customers to schedule appointments
  • Initiate customer outreach/outbound calls regarding service needs and available offers in order to establish service appointments.
  • Respond to customer inquiries and questions both by telephone and email
  • Research required information using available resources
  • Troubleshoot problems and provide information on status of repairs
  • Provide customers with vehicle and service information as appropriate
  • Accurately enter new customer information into system
  • Verify and update existing customer information
  • Identify and escalate priority issues
  • Make follow-up customer calls
  • Document call information according to standard operating procedures
  • Route calls as appropriate and per procedure
  • Complete all Leads in compliance with set guidelines
  • Perform other duties as assigned by management
  • Work scheduled hours

Education and Experience

  • High School diploma or equivalent. Some college preferred.
  • Excellent working knowledge of customer service principles and practices.
  • Sales experience
  • Experience in a call center or customer service environment
  • Proficiency in relevant computer applications
  • Good data entry and typing skills

Key Competencies

  • Strong verbal and written communication skills
  • Problem analysis and problem solving
  • Excellent customer service skills
  • Listening skills
  • Organizational skills
  • Attention to details
  • Adaptability
  • Teamwork
  • Stress tolerance
  • Self- motivation and initiative
  • Dependability
  • Multi-Tasker

Physical Requirements

  • Surroundings spend time indoors in air-conditioned areas.


  • Sitting on a regular basis


  • Standing on a regular basis


  • Walking on a regular basis


  • Bending, twisting and/or stooping on a regular basis


  • Kneeling and/or Squatting on a regular basis


  • Lifting over 50 lbs infrequently


  • Reaching and/or lifting overhead on a regular basis


  • Climbing stairs


  • Repetitive hand/finger movement on a regular basis


  • Grasping/grabbing with hands on a regular basis


  • Pushing and Pulling on a regular basis

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