Customer Service Representative

Call Center Representative

Earl Stewart Toyota of North Palm Beach

About the Position

Earl Stewart Toyota of North Palm Beach is seeking a dependable, motivated, and customer-focused Call Center Representative to join our Customer Care Center.

This position is responsible for handling inbound customer calls, scheduling service appointments, conducting outbound calls, completing assigned customer follow-up campaigns, and maintaining excellent customer service standards.

The ideal candidate is a self-starter and team player who takes initiative, communicates effectively, follows established procedures, and remains productive without constant supervision. Candidates must be comfortable working in a fast-paced environment where call quality, productivity, accountability, and teamwork are essential to success.

About Us

Working at Earl Stewart Toyota means you have a true career path to follow—even if it leads you beyond our company to a new field or career. We innovate. We learn from our team members to grow as an organization. We know what we don't know. This is why we practice reverse mentoring (some of us older guys have a lot to learn) and use employee self-evaluations.

We are a car dealership, that's true—but we are more than that. We are 150+ human beings ranging in age from 21 to 76, men and women from almost every imaginable background. We have recently adopted a non-smoking workplace policy. We operate under a sound ethical code. We belong in the 21st century.

Work Schedule

The schedule currently offered for this position is:

• Regular Schedule: Monday through Friday, 9:30 AM – 6:00 PM, with a 30-minute unpaid lunch.

• Rotating Saturday Schedule: Every fourth week, work Saturday from 8:30 AM – 5:00 PM, with a 30-minute unpaid lunch.

• Scheduled Day Off: During the week of the assigned Saturday shift, Friday will be your scheduled day off.

Reliable attendance and adherence to the assigned schedule are required.

Compensation & Bonus Opportunity

In addition to base pay, representatives have the opportunity to earn up to an additional $950 per month based on established Key Performance Indicators (KPIs) and CallRater quality scores.

Monthly bonuses are evaluated at the end of each month based on individual performance and achievement of the dealership's established standards.

Benefits & What We Offer

At Earl Stewart Toyota of North Palm Beach, we believe in supporting our team members both at work and in their personal lives. We offer a comprehensive benefits package and a workplace culture built around people, teamwork, and well-being.

• Health, Dental & Vision Insurance

• Paid Time Off: Paid vacation, personal days, and parental leave.

• 401(k) Retirement Plan: Includes a company match.

• Life & Disability Insurance

• Pet Bereavement Leave: Because we understand that pets are family, too.

• Wellness Programs: Programs designed to support employee well-being.

• Team Member Family Fund: Support for team members experiencing personal or family hardship.

• Supportive Workplace Culture: A non-smoking, inclusive environment where team members are valued and supported.

Key Responsibilities

• Answer incoming customer calls promptly and professionally while following the established inbound call script and required call-handling procedures.

• Maintain required call quality grading standards, including proper script adherence, professionalism, accuracy, and compliance with established procedures.

• Accept coaching and feedback based on call grading results and consistently work toward meeting or exceeding performance expectations.

• Schedule service appointments according to dealership procedures and established scheduling guidelines.

• Make outbound calls to customers regarding service reminders, maintenance recommendations, recalls, and other assigned customer follow-up campaigns.

• Work assigned call lists consistently and make reasonable, ongoing efforts to complete all assigned tasks within established deadlines.

• Assist customers with questions and direct calls to the appropriate department when necessary.

• Accurately document customer interactions, appointment details, and follow-up activity in dealership systems.

• Actively monitor and participate in Microsoft Teams throughout the workday to stay informed of department communications, daily assignments, operational updates, and changes to procedures.

• Acknowledge and respond to internal messages in a timely manner and communicate effectively with team members and management.

• Collaborate with the service department and other dealership personnel to support customer needs and ensure effective communication.

• Take initiative to remain productive throughout the workday by completing assigned responsibilities, working follow-up lists, and identifying outstanding tasks without requiring constant reminders.

• Follow assigned work schedules, break procedures, attendance requirements, and call queue guidelines.

• Maintain customer confidentiality and handle customer information responsibly.

Qualifications

• Previous customer service, call center, appointment scheduling, or telephone sales experience preferred.

• Automotive dealership experience is a plus but not required.

• Excellent verbal communication, active listening, and professional telephone etiquette.

• Strong attention to detail and accurate data-entry skills.

• Basic computer proficiency and the ability to learn and navigate multiple software systems.

• Ability to multitask, prioritize responsibilities, and work efficiently in a high-volume call environment.

• Strong organizational skills and the ability to manage assigned tasks independently.

• Dependable attendance, punctuality, and a strong work ethic.

• Willingness to follow established scripts, procedures, and performance standards.

• Ability to accept constructive feedback, participate in coaching, and continuously improve performance.

• Comfortable using Microsoft Teams as a primary department communication tool.

What We're Looking For

Self-Starter: Takes initiative, stays productive, and completes assigned responsibilities without constant supervision or repeated reminders.

Team Player: Works cooperatively with coworkers, communicates effectively, supports team goals, and understands that the success of the department depends on everyone's contribution.

Accountable and Dependable: Takes ownership of assigned tasks, follows through on commitments, meets deadlines, and maintains consistent attendance and punctuality.

Strong Communicator: Actively monitors Microsoft Teams throughout the workday, acknowledges important communications, and keeps management and coworkers informed when necessary.

Customer-Focused Professional: Provides courteous, accurate, and consistent customer service while following the dealership's established inbound call script and call-handling procedures.

Performance-Driven: Understands that call quality grading, script adherence, inbound answer rates, outbound productivity, and completion of assigned call lists are essential job responsibilities.

Performance Expectations

Call Center Representatives are expected to:

• Meet established call quality grading and script adherence standards.

• Maintain required inbound call answer rates and outbound productivity expectations.

• Make consistent progress on assigned customer follow-up lists and campaigns.

• Remain active and engaged in Microsoft Teams during working hours.

• Follow department procedures and communicate promptly regarding assigned tasks and customer needs.

• Demonstrate initiative, accountability, professionalism, and a willingness to improve through coaching.

Why Join Earl Stewart Toyota?

Join an established dealership where customer satisfaction, teamwork, and employee well-being are important to our daily success. At Earl Stewart Toyota, we believe in creating a supportive workplace where team members are valued, encouraged to grow, and given the opportunity to succeed.

With a comprehensive benefits package, a supportive team environment, and the opportunity to earn additional monthly performance-based compensation, this is an opportunity to build your customer service and automotive industry knowledge while making a meaningful contribution to the customer experience.

If you are dependable, proactive, customer-focused, and ready to be part of a team that values accountability, performance, and teamwork, we encourage you to apply.

Apply today to join the Earl Stewart Toyota Customer Care Center!