Remote Customer Experience Center Specialist

About Group 1 Automotive

Group 1 Automotive, Inc. (NYSE: GPI) is a leading Fortune 250 multinational in automotive retail, operating over 250 dealerships and collision centers across the US and the UK. Ranked as the fourth largest dealership group in the United States, Group 1 provides a comprehensive automotive experience including vehicle sales, financing, service, and digital retail solutions. The company continuously invests in advanced technology, people, and operational excellence to stay at the forefront of industry evolution, firmly believing that exceptional customer experiences start with supportive and inspiring workplaces for employees.

We foster an environment where employees are trusted, challenged, and given opportunities to grow, grounded in our core values of integrity, transparency, professionalism, teamwork, and respect.

Role Summary

The Remote Customer Experience Center Specialist acts as the initial contact for customers requesting vehicle service, delivering excellent service and efficiently connecting customers to the appropriate dealership resources. This role supports multiple Group 1 dealerships, providing guidance and assistance in vehicle maintenance inquiries, appointment scheduling, warranty information, roadside assistance, and more.

This position is not a cold-calling sales role; interactions are exclusively with customers who reach out proactively, requiring a professional, responsive, and customer-focused approach.

Key Responsibilities

• Respond to inbound customer calls regarding vehicle servicing needs as the main point of contact.
• Deliver professional, high-quality customer service to answer questions and resolve concerns promptly.
• Schedule and confirm service appointments across multiple dealership locations, optimizing service lane utilization.
• Advise customers on appropriate service scheduling based on manufacturer recommendations and available dealership slots.
• Provide information on vehicle maintenance, service pricing, warranty coverage, roadside assistance, and vehicle status updates.
• Document customer interactions accurately within multiple computer systems, maintaining comprehensive and compliant records.
• Collaborate with dealership Service Advisors, Managers, and internal teams to ensure a smooth and seamless customer experience.
• Consistently demonstrate company values such as integrity, professionalism, and teamwork.

Qualifications and Experience

• At least six months experience in a customer-facing role such as customer service, call center, retail, hospitality, or appointment scheduling.
• Excellent spoken communication and active listening abilities.
• Strong customer service orientation coupled with effective problem-solving skills.
• Comfortable recommending services and confidently scheduling appointments.
• Proficient in using multiple computer systems concurrently with a focus on precision and productivity.
• Exceptional organizational skills and attention to detail.
• Dependable attendance and capability to work remotely in a home office setup.
• Professional home workspace with reliable high-speed internet of at least 30 Mbps.
• Residency within the Greater Houston area is mandatory.
• Bilingual proficiency in English and Spanish is preferred but not required.
• Experience in automotive dealership environments or service sectors is an advantage.

Compensation and Benefits

• Base hourly pay of $15.00 with opportunities for overtime.
• Potential for monthly performance bonuses.
• An $80 monthly allowance for technology expenses.
• Paid training programs to ensure readiness and success.
• Annual performance reviews with merit-based pay increases.
• Performance-driven paid time off policies.
• Employee discounts for vehicles, parts, and servicing.
• Referral bonuses available up to $800 for successful employee recommendations.

Work Schedule and Environment

• Shift options: 10:00 AM–7:00 PM, 10:30 AM–7:30 PM, or 11:00 AM–8:00 PM.
• Rotating Saturday schedule working one Saturday followed by two Saturdays off.
• Sundays are consistently off.
• Fully remote position for residents of Greater Houston area.
• Fast-paced contact center environment supporting multiple locations.
• Role requires continuous engagement with customers, dealership teams, and multiple software systems while maintaining high service standards.

Equal Opportunity Employer Statement

Group 1 Automotive is committed to providing equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, or any other protected status. Employment is contingent upon successful completion of background checks and/or drug screenings.