Customer Engagement Specialist

Customer Engagement Specialist Koch Rt 2 Toyota

• 2.9 Lancaster, MA Job Details Full-time $17
• $22 an hour 5 days ago Benefits Paid training Health insurance Dental insurance 401(k) Paid time off On-the-job training Vision insurance 401(k) matching Qualifications Objection handling (sales technique) Computer operation Customer relationship building Customer retention Phone communication Computer literacy Attention to detail Automotive service Computer skills CRM system proficiency Appointment scheduling Communication skills Dealership experience Entry level Client interaction via phone calls Full Job Description Koch Route 2 Toyota is looking for a full-time Customer Engagement Specialist to join our Service department!

This position plays a critical role in delivering positive customer experience and supporting the service department's growth and efficiency. This is an hourly paid position. What We're Looking For Confident and positive phone presence Ability to handle objections and stay composed Reliable attendance and strong work ethic Goal-oriented and self-motivated Team-focused mindset with accountability for results Job Description The Customer Engagement Specialist is responsible for proactively reaching out to customers to build relationships, drive service retention, and schedule service appointments. This role focuses primarily on outbound phone calls, using dealership systems and customer data to ensure timely and professional customer communication. Benefits Benefits package available (health, dental, vision, 401(k), PTO, etc.) Paid training provided Stable, growing automotive group Clear expectations and structured processes Supportive leadership and team environment Direct impact on customer satisfaction and service department success Essential Duties Make a high volume of outbound calls to customers for:

• Service reminders and maintenance follow-ups
• Declined service outreach
• Missed appointment rescheduling
• Recall and campaign notifications
• Customer re-engagement and retention efforts Professionally explain the value of recommended services and next steps Schedule and confirm service appointments accurately and efficiently Document all customer interactions clearly in the CRM/DMS Maintain consistent follow-up processes to maximize appointment show rates Work closely with Service Consultants, Managers, and the BDC team to ensure seamless customer experience Meet or exceed daily and monthly performance metrics (calls, appointments set, show rate, etc.

) Handle inbound customer calls as needed, providing support and routing appropriately Represent the dealership in a professional, courteous, and brand-aligned manner Physical Requirements Ability to sit for extended periods of time in front of a computer Occasional exposure to loud noises and fumes coming from shop area Qualifications Strong verbal communication and phone skills Comfortable making outbound calls and engaging customers proactively Ability to build rapport and maintain professionalism on every interaction Organized, detail-oriented, and process-driven Basic computer skills and comfort working in multiple systems Prior experience in customer service, call center, BDC, or automotive service preferred but not required Automotive dealership experience is a plus, but not mandatory Additional information This position requires a background check, sex offender check, drug screening, and holding a clean driving record. Koch Route 2 Toyota is an equal opportunity employer. Eligible candidates must be authorized to work in the United States. Koch Route 2 Toyota uses E-Verify If you are interested in contributing to our team's success, please apply today!

Pay:

$17.00

• $22.

00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance Ability to

Commute:

Lancaster, MA 01523 (Preferred)

Work Location:

In person