Customer Service Representative (Inbound)

Job Description

We are looking for a Service Customer Representative (Inbound) to support a high-volume automotive dealership by handling inbound calls from customers looking to schedule service appointments, ask questions about their vehicles, and follow up on existing service work. This is a fully remote role following a US Eastern Time schedule.

This role requires strong customer service instincts, the ability to stay calm and professional under volume, and the discipline to accurately log every interaction. If you are a clear communicator who takes ownership of the customer experience from the first hello to the confirmed appointment, this role is a strong fit.

Why You'll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Paid Time Off in accordance with company policy
• Observance of Holidays per company guidelines
• 100% remote setup so you can work wherever you're most productive
• Stable, full-time role with consistent volume and a clear daily structure
• Be part of a growing automotive group with a high-volume service operation

What You'll Work On

Inbound Call Handling and Customer Service

• Answer inbound calls from customers regarding vehicle service appointments, service status updates, and general dealership inquiries
• Provide professional, clear, and friendly communication throughout every interaction
• Handle customer questions accurately and route complex or escalated issues to the appropriate team
• Manage high call volume consistently throughout the day while maintaining quality and accuracy

Appointment Scheduling and CRM Management

• Use Xtime to schedule, reschedule, and confirm service appointments based on customer needs and availability
• Log all customer interactions accurately and consistently in Tekion CRM
• Maintain clean, up-to-date records across all customer touchpoints

Communication and Tools

• Handle all inbound calls through the Elevate VoIP system
• Follow communication standards and dealership scripts throughout every interaction
• Send follow-up texts or emails to customers as needed to confirm appointments or share service updates

What You Bring

• Fluent, clear English with a neutral or US-friendly accent; your spoken English must be excellent
• Previous call center or customer service experience, inbound experience strongly preferred
• Comfortable managing high call volume consistently throughout the workday
• Tech-savvy and able to learn new software quickly including Elevate, Xtime, and Tekion
• Reliable internet connection, a headset, and a quiet work environment
• Available to work full-time Monday through Friday on US Eastern Time hours
• Calm under pressure, detail-oriented, and professional in all customer interactions

Nice to Have

• Experience working with a car dealership or in a vehicle service environment
• Familiarity with Elevate VoIP, Xtime, or Tekion CRM
• Experience with inbound call management or appointment scheduling in a service environment

How to Apply

Please include:

1. Your updated resume
2. A short Loom video (1 to 2 minutes) introducing yourself, describing your call center or customer service experience, and giving an example of how you handled a difficult or high-pressure customer interaction

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

If you are a strong communicator who takes pride in delivering a smooth customer experience and can stay professional and accurate under volume, this role gives you a stable remote position with consistent work and a team that values reliability.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1. Initial Application - Submit your application and complete our prequalifying questions
2. Video Introduction - Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview - Initial screening with our talent team
5. Executive Interview - Meet with senior leadership to discuss role alignment
6. Client Interview - Final interview with the client team you'd be supporting
7. Background & Reference Check - Professional reference verification
8. Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.