Customer Service Representative

Company Description<br />Tower Auto Mall is a leading dealership specializing in selling and leasing livery vehicles to drivers and livery bases across the Tri-State area. The company offers both new and pre-owned vehicles, with used cars that are typically late‑model and low mileage. All vehicles are guaranteed to pass TLC inspection and come with limited liability warranties, providing customers with added confidence and value. Tower Auto Mall also buys and sells cars, including trade‑ins, and is recognized for its strong reputation in the greater New York area. The company operates as an affiliate of Tower West Livery Center, further supporting livery professionals with specialized services.<br /><br />Role Description<br />We are seeking a professional, dependable, and customer‑focused Customer Service Representative to join our team in Queens, NY. This is a full‑time, on‑site position responsible for providing excellent service and support to customers throughout their experience with the dealership. The Customer Service Representative will serve as one of the primary points of contact for customers and will help ensure that questions, concerns, requests, and follow‑ups are handled accurately, professionally, and in a timely manner.<br /><br />The Customer Service Representative will assist customers both in person and over the phone. Daily responsibilities include greeting customers, answering incoming calls, responding to general inquiries, scheduling and confirming appointments, providing updates, and directing customers to the appropriate department when necessary. Representatives are expected to communicate clearly and professionally while maintaining a welcoming and respectful environment.<br /><br />The position also requires representatives to provide customers with accurate information regarding dealership services, vehicle‑related procedures, warranties, inspections, TLC requirements, and other general account or vehicle questions within the scope of Customer Service. When a matter requires assistance from another department, the representative will gather the necessary information, document the customer’s request, and properly escalat or transfer the matter for further review.<br /><br />Accurate documentation is an important part of this role. Customer Service Representatives are responsible for maintaining and updating customer profiles, recording customer interactions, documenting requests and concerns, processing basic paperwork, and ensuring information entered into dealership systems is complete and accurate. Representatives must follow established procedures for documenting conversations, customer requests, appointments, and follow‑up actions.<br /><br />Customer Service Representatives will also assist with resolving routine customer concerns and helping customers understand dealership processes. This includes listening carefully to the customer’s concern, reviewing available account information, explaining applicable procedures, and identifying the appropriate next step. Representatives should make every reasonable effort to provide clear information while avoiding promises or commitments outside of their authority.<br /><br />Follow‑up is an essential part of providing quality customer service. Representatives may be responsible for contacting customers regarding appointments, outstanding documentation, service updates, unresolved requests, or other matters requiring additional communication. Open customer matters should be properly documented and monitored until they are resolved, transferred, or escalated to the appropriate department.<br /><br />The Customer Service Representative will work closely with other dealership departments to support efficient day‑to‑day operations. Strong internal communication is expected so that customer information is accurately shared and customers receive consistent information.<br /><br />The ideal candidate is organized, patient, professional, and comfortable working in a fast‑paced environment. Candidates should possess strong verbal and written communication skills, attention to detail, basic computer skills, and the ability to manage multiple customer requests while remaining courteous and professional.<br /><br />Above all, the Customer Service Representative is expected to provide a positive customer experience by treating every customer with respect, communicating clearly, maintaining accurate records, following company procedures, and taking appropriate steps to ensure customer needs are addressed efficiently.<br /><br />Qualifications<br /><br />Strong customer‑facing skills in customer service and customer support, with the ability to handle inquiries and resolve issues professionally.<br /><br />Experience focusing on customer satisfaction and customer experience, including follow‑up and relationship building.<br /><br />Prior experience as a Customer Service Representative or in a similar role at a dealership, retail, or service‑oriented environment is preferred.<br /><br />Clear and courteous verbal and written communication skills, including comfort interacting with diverse customers in person and by phone.<br /><br />Basic proficiency with computers and dealership or CRM systems, along with strong attention to detail for documentation and data entry.<br /><br />Ability to work on‑site in Queens, NY, including some evenings or weekends as needed to support dealership hours.<br /><br />Reliability, a positive attitude, and the ability to work collaboratively with sales, finance, and service teams.<br /><br />High school diploma or equivalent required; additional training or experience in automotive, sales, or customer service is a plus.<br /><br />#J-18808-Ljbffr