Position Summary The Customer Service Assistant is responsible for strengthening customer relationships by providing timely follow-up and exceptional customer care throughout the sales process. This position serves as an independent point of contact for customers after their initial interaction with a Sales Consultant or Manager to ensure every customer receives a positive experience. The Customer Service Assistant gathers valuable customer feedback, identifies opportunities for improvement, and helps maintain Columbia Ford's commitment to outstanding customer satisfaction. Essential Duties and Responsibilities

• Contact customers by phone, text, and email following their interaction with a Sales Consultant or Manager.
• Conduct customer satisfaction follow-up calls to evaluate each customer's dealership experience.
• Gather honest customer feedback regarding communication, professionalism, responsiveness, and overall satisfaction.
• Identify customer concerns and immediately communicate unresolved issues to dealership management.
• Document all customer interactions accurately within the dealership's CRM system.
• Ensure customer follow-up activities are completed in a timely manner according to dealership standards.
• Encourage customers to continue the buying process by answering general questions and directing them to the appropriate Sales Consultant or Manager.
• Assist in re-engaging inactive or unsold customers through professional follow-up communications.
• Monitor customer response trends and report recurring concerns or opportunities for improvement.
• Maintain confidentiality of customer information and dealership records.
• Represent Columbia Ford with professionalism, courtesy, and a customer-first attitude during every interaction.
• Perform additional customer service and administrative duties as assigned. Qualifications
• High school diploma or equivalent required.
• Previous customer service, call center, hospitality, retail, or dealership experience preferred.
• Microsoft Excel experience strongly preferred.
• Excellent verbal communication and active listening skills.
• Comfortable making a high volume of outbound calls each day.
• Strong organizational and time management skills.
• Ability to handle difficult conversations professionally and empathetically.
• Basic computer skills and experience with CRM software preferred. Skills and Competencies
• Customer relationship building
• Professional telephone etiquette
• Active listening
• Conflict resolution
• Attention to detail
• Accurate documentation
• Time management
• Positive attitude
• Team collaboration Performance Expectations Success in this position includes:
• Completing assigned customer follow-up calls consistently and on schedule.
• Providing every customer with a positive, professional experience.
• Accurately documenting customer feedback.
• Promptly escalating concerns requiring management attention.
• Helping improve customer satisfaction, customer retention, and dealership reputation.
• Supporting Columbia Ford's commitment to delivering an exceptional buying experience for every customer.

Pay:

$19.00 - $22.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off

Work Location:

In person