Customer Relations Specialist

**Who We Are**

At Pfaff Automotive Partners, we’re united by a passion for cars, and we’re as crazy about them. It’s about more than just selling and servicing cars. We’re passionate about long-term relationships with our teammates, clients, and communities. We love driving the cars we sell, and we love the people that own and drive them.

Now, in partnership with Lithia and Driveway, North America’s second-largest publicly-traded dealership group (NYSE:LAD), We are focused on making, buying, and servicing a car and or motorcycle as easy as possible - with a diverse set of brands and deep e-commerce capabilities that provide modern customers an unlimited range of options to suit their needs and lifestyles.

**Reports to**:Service Manager

**Summary**

This position is responsible for assisting customers in booking service appointments for their vehicles.

**Duties and Responsibilities**
- Manage incoming internet, chat and phone inquiries and proactively pursue additional customer leads.
- Arrange Service appointments.
- Provide prompt resolution to customer inquiries by providing appropriate and accurate information.
- Accurately document and update records in required systems.
- Follow up in a timely manner to ensure customer satisfaction.
- Understand all programs, systems, and procedures.
- Maintain diplomacy and tact when dealing with upset or escalated calls.
- Provide feedback to management concerning potential problems or areas in need of improvement.
- Make recommendations to implement improved processes.
- Perform other duties as assigned by management.
- Listen and be attentive to customer needs and priorities so we can provide appropriate suggestions and guidance on our vehicle offerings. Provide superior customer service and achieve highest degree of customer satisfaction.
- Work in close partnership with sales consultants to provide qualified leads and detailed information on customer requirements.
- Meet specified monthly targets and goals.

**Skills and Qualifications**
- Experience in a call center environment is preferred.
- Experience with Microsoft Office is mandatory.
- Experience with CDK, and Ring Central is an asset.
- Outstanding customer service skills.
- French, Mandarin or a second language is an asset.
- Dedicated and determined individual who takes initiative in the workplace.
- Ability to work cohesively with employees and managers as part of a team.
- Excellent interpersonal and communication (verbal & written English) skills.
- Excellent problem-solving and conflict resolution skills in order to resolve customer issues.
- Detail orientated and excellent organizational and multi-tasking skills.
- Ability to maintain confidentiality of pertinent data.

**What’s in it for you**

In addition to a fast-paced, exciting environment that rewards the entrepreneurial spirit, we offer excellent pay plans, benefits packages for full-time employees, professional training and development, and advancement opportunities throughout our dealer group, such as:

- Discounted programs to enhance employee experience
- Enhanced vacation policy, based on tenure
- Track Days & Budget Car Track Challenge
- Seasonal Employee Events
- Support in career advancement
- Robust training and development programs
- RRSP/DPSP/TFSA
- Company paid Life Insurance, Accidental Death & Dismemberment
- Comprehensive Health and Dental and extended Health Care
- Employee Assistance Program
- Tuition Reimbursement

If you are passionate, customer focused, and thrive in a team environment, we encourage you to apply. We thank all applicants for their interest in Pfaff Automotive Partners - please note due to the volume of applicants, only those selected for an interview will be contacted.

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Concord, ON L4K 4V8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 3 years (required)

Work Location: In person