Come grow with us by joining our team as a Customer Care Specialist-Level 2!  In this role, you will play a critical role for the company and will work alongside other professionals within the team and other departments.  You must deal effectively both internally with others and with external customers. Position will assist the Customer Care Manager with ensuring customers are receiving optimal service through their vehicle purchase and repairs. Must have the ability to accurately and efficiently enter customer satisfaction surveys, and input data into multiple database systems.

Who is Model 1, formerly known as Creative Bus Sales?

Since we got our start in 1980, Model 1 Commercial Vehicles has grown to become the nation’s largest dealership, representing more than 20 top manufacturers across the U.S. And we did it all by listening to and investing in customers like you.  Customers who want more than a dealer. Customers who want a partner in creative solutions to the challenges you face today, and visionary thinking for what’s next.

It’s the strength of our relationships – both with customers and manufacturers – that allows us to keep a finger on the pulse of what you need and what’s possible to not just source but create together. Whether it’s custom-built vehicles or alternative fuel and electric vehicle (EV) options, you’ll have a partner from challenge all the way through solution and beyond.

Our Core Values: At Model 1, we are committed to living our core values:

• Solving Problems: Trust what you know.  Work together to find solutions.  See every angle and figure it out.
• Setting the Tone: Establish the mood that puts others at ease.  Be the person that you’d want to interact with – approachable and transparent.
• Drive Forward: Keep your eyes up to see what’s ahead.  Imagine better methods.  Seize opportunities.  Move the business and the market, meaningfully.

Find Balance: Match your energy at work to your energy with family, friends, and community.  Decide and align your priorities.  Pour into yourself and those around you.

• Own It: Take the extra step.  Fix issues when they come up.  Care from start to finish.  Do the right thing, every time.

What You Will Gain

• Competitive benefits including health insurance, paid holidays, and vacation pay
• Continuous training to provide you the opportunity to develop your full potential and be a true business partner
• Access to an expansive network of mentors and networking opportunities
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service

Below is an overview of the duties and responsibilities you would take on in this role:

• Route and escalate in/outbound customer service and internal phone calls
• Catalogue vehicle delivery packets and scan all contents to operating system, ensure every vehicle is delivered with proper documentation
• Deploy and record customer satisfaction surveys based on communication with customers
• Provide clerical support to Customer Care Manager
• Follow up with all internal requests, and provide detailed notes in the system to track all work done
• Update all customer information in various databases
• Process vehicle warranty related paperwork
• Address and resolve in/outbound customer service and internal phone calls
• Assist with developing customer service reports toward improving department performance
• Provide customers with detailed information on company’s various vehicle sales and services
• Speak to a variety of customers to help with any general questions pertaining to vehicle delivery
• Follow up with all customer requests, and provide detailed notes in the system to track all work done
• Assist in training others in the department
• Analyze and report upon customer surveys based on communication with customers
• Analyze and report KPI’s toward improving department performance
• Administrative support to Customer Care Manager
• Follow up with all customer resolutions, and provide detailed notes in the system to track all work done by team
• Assist in training others in the department
• Other duties as assigned

Minimum Job Requirements:

• Completion of college associate degree or equivalent experience
• 2-3 years’ experience in a customer service role
• Able to effectively communicate with internal and external customers, both verbally and in writing
• Experience within vehicle industry related customer service preferred, but not required
• Ability to read, comprehend, and respond to simple to complex instructions, letter correspondences, forms, and familiar with the use of all related office equipment (computer, fax, copier, scanner)
• Proficient with Microsoft Office Suite (Outlook, Word, Excel), typing 35+ wpm
• Ability to multi-task in a fast paced, and ever-changing environment

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds

*Company retains the sole discretion to change the duties of the position at any time.