Novato Toyota
Customer Care Representative
Job Description – Business Development Center
115 Vintage Way, Novato, CA 94945
Department:
Business Development Center
Reports To:
Service Supervisor
FLSA Status:
Non-Exempt (Hourly)
Employment:
Full-Time
Position Overview
The Customer Care Representative serves as the primary point of contact for customer inquiries, concerns, and follow-up across all dealership departments — including Sales, Service, Parts, and Rental. This role is central to the dealership’s customer retention strategy, combining proactive outreach, responsive conflict resolution, and satisfaction monitoring to ensure every customer interaction reflects the dealership’s commitment to exceptional service. The Customer Care Representative reports to the Service Supervisor, Service Director, or General Manager.
Essential Duties & ResponsibilitiesCustomer Communication & Outreach
- Serve as the first point of contact for inbound customer inquiries by phone, email, and online chat, responding promptly and professionally.
- Perform post-service follow-up with Service Department customers to verify that repairs met expectations and all concerns were resolved.
- Contact customers who have not returned for service in 6–12 months to re-engage them and schedule upcoming maintenance appointments.
- Manage customer communication during the service write-up and repair process, providing timely status updates and estimated completion times.
Complaint Resolution & Escalation Handling
- Receive, document, and manage customer complaints and escalated concerns from all departments, ensuring each case is acknowledged promptly and resolved to the customer’s satisfaction.
- Investigate complaints thoroughly by gathering relevant information from the customer, the applicable department manager, and internal records.
- Coordinate resolution efforts across departments, communicating clearly with Service Advisors, Sales Associates, Parts staff, and management as needed.
- Follow up with customers after resolution to confirm their satisfaction and document outcomes in the CRM system.
- Escalate unresolved or sensitive complaints to the appropriate manager or Dealer Principal in a timely manner, maintaining professional standards throughout.
- Identify recurring complaint patterns and communicate findings to department management to support process improvement.
Customer Satisfaction & Retention
- Maintain an organized log of customer concerns, resolutions, and satisfaction outcomes in the dealership’s CRM system.
- Support customer loyalty initiatives, owner follow-up programs, and retention campaigns in partnership with the marketing and sales teams.
- Assist with scheduling service appointments for customers who call or contact the dealership directly.
- Welcome customers who visit the dealership with concerns or questions, ensuring they feel heard and directed to the appropriate resource efficiently.
Administrative & CRM Responsibilities
- Maintain accurate and up-to-date customer records in the dealer management system (DMS) and CRM platform, including contact information, vehicle history, service history, and interaction logs.
- Assist with the management of the dealership’s customer database, identifying data gaps and coordinating updates.
- Support the coordination of customer appreciation events, service clinics, and other retention-focused programs as directed.
Qualifications & RequirementsEducation & Experience
- High school diploma or equivalent required.
- 1–2 years of experience in a customer service, customer relations, or guest experience role preferred.
- Prior experience in an automotive dealership or similar high-ticket, service-oriented environment is strongly preferred.
- Experience managing customer complaints and de-escalating difficult situations is required.
- Familiarity with automotive OEM customer satisfaction programs (CSI/SSI) and associated metrics is a plus.
Skills & Competencies
- Exceptional verbal and written communication skills with a professional and empathetic tone.
- Strong active listening skills and the ability to remain calm, composed, and solution-focused under pressure.
- Ability to manage multiple customer cases simultaneously while maintaining attention to detail and follow-through.
- Proficiency with CRM systems, dealer management systems (DMS), and standard Microsoft Office applications (Word, Excel, Outlook).
- Comfort with multi-channel communication including phone, email, text, and online review platforms.
- Strong organizational and time-management skills with the ability to prioritize effectively in a fast-paced environment.
- Genuine commitment to customer advocacy and a service-first mindset.
- Ability to work collaboratively across departments and build positive relationships with colleagues at all levels.
Licenses & Other Requirements
- Valid Driver’s License preferred.
- Ability to pass a pre-employment background check.
- Bilingual ability (English/Spanish or other languages) is a plus in markets with diverse customer populations.
Working Conditions
- Full-time position; schedule may include Saturdays and occasional adjusted hours to meet customer communication needs.
- Work is performed primarily in an office or customer-facing environment within the dealership.
- Frequent telephone and digital communication throughout the workday.
- Physical requirements include the ability to sit for extended periods, operate standard office equipment, and occasionally escort customers through the dealership.
- This role may be subject to performance metrics including response time, resolution rate, and customer satisfaction scores.
Compensation & Benefits
Compensation is competitive and commensurate with experience. The dealership offers a comprehensive benefits package, which may include:
- Base Pay: $20.00 - $22.00 per hour
- Health, dental, and vision insurance
- Vacation and company holidays
- 401(k) retirement plan with employer contribution
- Service and parts discounts
- Ongoing training and professional development opportunities
Equal Opportunity Employer
Our dealership is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Pay: $20.00 - $22.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
