About Company
Penske Automotive Group, Inc. (PAG), a Fortune 500 company headquartered in Bloomfield Hills, Michigan, is a diversified international transportation services company. As one of the world’s premier automotive retailers, we operate dealerships selling new and used vehicles, provide maintenance and repair services, and offer parts and financing. Our commitment to excellence extends beyond our products and services to our employees, fostering a dynamic and supportive work environment where customer satisfaction is paramount. Join a team dedicated to innovation, customer care, and growth within a company that values integrity, teamwork, and a relentless pursuit of customer delight.
Job Description
Are you a highly motivated and customer-centric individual seeking a role that offers unparalleled flexibility without compromising your professional impact? Penske Automotive Group, a global leader in transportation services, is actively seeking a dedicated Customer Service Representative to join our vibrant team in Bloomfield Hills, MI. This distinctive opportunity is designed for those who excel in customer engagement and require a flexible work schedule, enabling you to harmoniously balance significant professional success with your personal commitments.
As a Customer Service Representative, you will be the compassionate and knowledgeable voice of Penske Automotive Group, serving as the primary point of contact for a diverse range of customer inquiries. Your daily responsibilities will involve providing detailed and accurate information about our extensive range of products, services, appointment scheduling, and general dealership operations. A critical aspect of this role is your ability to effectively resolve customer issues and complaints with a high degree of professionalism, empathy, and efficiency, knowing when to escalate complex cases to specialized teams. You will ensure every interaction culminates in a positive brand experience, whether conducted via phone, email, or potentially through online chat platforms.
This role isn’t just about answering questions; it’s about building relationships and trust. You will play a crucial role in maintaining and enhancing Penske Automotive Group’s sterling reputation for outstanding customer care, directly contributing to customer retention, loyalty, and overall satisfaction. Our ideal candidate thrives in a dynamic, fast-paced environment, consistently demonstrates exceptional verbal and written communication skills, and possesses a natural aptitude for problem-solving coupled with an unfailingly positive attitude. You will be empowered to make decisions that genuinely benefit our customers, operating both independently and as a valued member of a supportive, collaborative team.
If you are passionate about the automotive industry, dedicated to putting people first, and are actively seeking a role where your contributions are not only recognized but also where your work schedule can be thoughtfully adapted to suit your needs, then this is the perfect opportunity to accelerate your career with a formidable leader in the automotive sector. We are committed to your success, offering comprehensive initial training and fostering ongoing professional development opportunities within our extensive global network. Embrace a role where your personal flexibility directly contributes to delivering a robust and memorable customer experience, and where your professional growth is a paramount priority within a company that values its people. Join Penske Automotive Group and drive your career forward with purpose and flexibility.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and potentially chat, ensuring timely and accurate responses.
- Provide accurate information regarding products, services, appointments, promotions, and general dealership operations.
- Effectively resolve customer complaints and issues with professionalism and empathy, escalating complex cases as necessary to management or relevant departments.
- Schedule and confirm service appointments, test drives, and other customer interactions.
- Maintain detailed and accurate records of all customer interactions and transactions in our CRM system.
- Collaborate with various internal departments (e.g., Sales, Service, Parts) to ensure seamless customer service delivery.
- Educate customers on available services, vehicle features, financing options, and extended warranty plans.
- Adhere to company policies and procedures, ensuring compliance with all relevant industry regulations and standards.
- Contribute to a positive team environment by assisting colleagues, sharing best practices, and participating in team meetings.
- Proactively identify opportunities to enhance the customer experience and streamline processes for greater efficiency and satisfaction.
Required Skills
- Minimum of 6 months of customer service experience, preferably in a fast-paced, high-volume environment.
- Exceptional verbal and written communication skills with a clear, professional, and friendly demeanor.
- Proficiency in using CRM software and standard office applications (e.g., MS Office Suite, Google Workspace).
- Strong problem-solving abilities and a calm, composed presence under pressure.
- Demonstrated ability to multi-task, prioritize, and manage time effectively in a dynamic setting.
- High level of empathy, patience, and a genuine desire to assist and satisfy customers.
- Proven ability to work both independently and collaboratively as part of a team.
- Flexible availability to accommodate varying work schedules, which may include some evenings or weekends as required by customer demand.
Preferred Qualifications
- Previous experience in the automotive retail industry or a related field.
- Familiarity with dealership management systems (DMS) such as CDK Drive or Dealertrack.
- Associate's or Bachelor's degree in Business Administration, Communications, or a related field.
- Bilingual proficiency (especially Spanish) is considered a significant asset.
- Experience with virtual communication tools and practices for customer engagement.
Perks & Benefits
- Competitive hourly wage with opportunities for performance-based incentives.
- Flexible scheduling options designed to promote a healthy work-life balance.
- Comprehensive health, dental, and vision insurance plans for employees and their families.
- 401(k) retirement plan with a generous company match to support your financial future.
- Paid time off (PTO) and company-paid holidays.
- Exclusive employee discounts on vehicle purchases, service, and parts.
- Ongoing professional development and training opportunities to enhance your skills and career trajectory.
- A supportive, inclusive, and collaborative work environment with a strong company culture.
- Opportunity for career advancement and growth within a leading global organization.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your resume highlights your relevant customer service experience, your exceptional communication skills, and your availability for flexible scheduling. We look forward to reviewing your qualifications and potentially welcoming you to the Penske Automotive Group family. We are an equal opportunity employer and value diversity.