Customer Experience Centre Agent

**Tony Graham Automotive Group**

**Job Title **Customer Experience Centre Agent

**Report to **CEC Manager

**Location **2500 Palladium Dr #600, Kanata, ON K2V 1E2 - On-Site

**Employment Status **Full-time permanent

**Closing Date** Until Filled

**Who We Are?**

The Tony Graham Automotive Group (TGAG) is a reputable and established business, close to 50 years in the Ottawa area. Our group consists of Tony Graham Toyota, Tony Graham Lexus, Kanata Toyota, Tony Graham AutoEdge, Collision Center, and AADA Leasing. We recognize that our employees define us; we cannot deliver a great customer experience without a talented team. The car industry is a constantly changing, fast-paced industry that offers fulfilling careers and competitive salaries. It is a huge industry with jobs available in all segments, room for growth, and a wide array of choices for both those who are looking to jumpstart an exciting career or change career paths. We offer a unique, diverse and dynamic work environment.

**Job Summary**

The Customer Experience Centre Agent will be responsible to handle all incoming and outgoing service calls in a friendly, professional manner that demonstrates excellent customer service. The CEC Agent will provide assistance to customers in a timely and efficient manner with regard to their service requirements. The CEC Agent will effectively communicate to customers the service work that is required in order to maintain a safe and efficient vehicle. The CEC Agent will also recommend any service that would enhance the overall quality of the operation, performance and appearance of the customer’s vehicle.

**What we offer**

You will work in a dynamic workplace with people who live the values of our organization and will enjoy many of the benefits and opportunities at Tony Graham Automotive Group, including:

- Participation in TGAG group benefit plan after three months and participation in the RRSP/DPSP after two years
- Professional development opportunities
- Staff discounts on used car sales and parts and service rates
- Paid birthday leave.
- Employees can purchase parts on behalf of their family members and obtain the employee discount.

**What you offer**
**Some of the tasks of this position include**:

- Efficiently and effectively handle service calls in a courteous and professional manner.
- Confirm customer’s information
- Review vehicle history and make recommendations to customer
- Set up first service appointment for new owners
- Effectively book appointment and complete booking via computer
- Call and book outstanding recalls
- Call customers when Special Order Parts (SOP) arrive
- Work with customers and assist them by taking information and probe with questions to have any vehicle problems identified
- Assist in the maintenance of database for service department
- Ensure the appropriate service recommendations are made to ensure vehicle safety, vehicle performance, vehicle enhancement (i.e. detailing) and customer satisfaction
- Ensure departmental and individual CEC Agent targets, goals and objectives are achieved
- Expertly conduct all responsibilities to ensure the utmost in Customer Service Satisfaction (CSI Indexes)
- Enter all data and information relating to the servicing of the vehicle for the technicians to properly complete including promised/pick up time. Any extra information that may be required to complete the service to the customer’s satisfaction must be noted
- Attend and actively participating in scheduled Service Department meetings
- Attend training /seminar courses as required
- Ensure compliance with all policies and procedures of the Tony Graham Automotive Group
- Ensure compliance with all applicable legislation (i.e., Employment Standards Act, Occupational Health and Safety Act, Human Rights Code, Highway Traffic Act, etc.)
- Any other responsibilities as required and/or as assigned

**Education and Qualification**
- Completion of Secondary education

**Language**
- Fluent in English, oral and written
- Bilingualism, an asset

**Experience**
- Previous automotive experience, an asset

**Skills**
- Effective interpersonal and communication skills to deal with customers both in person and by phone
- Effective conflict resolution & problem-solving skills
- Computer knowledge
- Sales oriented and customer focused. Previous retail direct sales an asset
- Mature personality and sound judgement skills

**Abilities**
- Ability to work independently with mínimal supervision
- Ability to organize and manage workload, multiple & conflicting priorities and demands
- Ability to work in a fast-paced environment and ensure attention to detail.

**Pay Structure**:
**Salary**: $17.50 per hour

**Key Performance Indicators**:
It is the expectation that a successful CEC Agent will achieve the following key performance indicators:
**Indicator** **Performance**
- Individual Labour Sales
- $40,000.00 (monthly)
- Maintenance Labour Gross
- $15,000.00 (monthly)
- Recycles
- 125 (dai