Online Reservations Agent - CT

 

Title:  Online Reservations Agent  

Location: CT, US

Job Type: Full-time with Benefits  

 

Who We Are:  

We are MSX International – a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers. For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry leading expertise.  We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce cost, while enhancing operational efficiency and customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

 

To ensure the Reservations / Service Appointment System is supported correctly and efficiently in all assigned dealers.  This includes Triage, dealer support questions, field Ops Questions, Call routing, escalation of concerns, onboarding & training of key service personnel. 

 

Day to Day Responsibilities  

• Sustain GXP in dealerships and provide virtual support  

• Develop and maintain exceptional working relationships and teamwork with Market Field Team, Dealership Personnel 

• Take responsibility for Service Appointments and GXP within a Dealership by providing training, and phone support, to Dealership Personnel and the Market Field Team 

• Guide, support, advise and educate Dealership Personnel and Ford field representatives on the processes, procedures, and benefits of GXP 

• Support GXP during Market Meetings to educate on GXP benefits 

• communication/ reporting on performance 

• Keep the Ford Field team up to date on all email communications  

• Support identification and escalation any technology and system functionality issues and areas of improvement for efficient delivery  

• Ensure effective communication with Dealership Personnel, the Field, and Ford Motor Company, especially related to feedback on the tool, areas of concern or areas needing resolution 

• Support all Ford Guest Experience Initiatives and special projects as needed 

• Create advocates of the GXP through continuous support, relationship building and helping dealers maximize product and process optimization 

• Complete all dealer reports and administrative tasks in a timely manner 

• In addition to the duties and responsibilities listed, the candidate is required to perform other duties assigned by the manager from time to time 

 

What you bring 

• Strong communication, both written and verbal 

• Dealership 

• Great active listening skills 

• Exceptional interpersonal and rapport-building skills 

• A patient and empathetic attitude 

• Strong time management and organizational skills 

• Adaptability and flexibility 

• Comfortable working in fast-paced environments 

• Troubleshooting skills, either basic or advanced, depending on the role and industry 

• Computer literacy 

• Phone skills, including familiarity with complex or multi-line phone systems 

• In-depth knowledge of a company’s products and/or services 

• Expertise in the customer service area they focus on, such as accounts, DMS technical support and Online reservations  

• Ability to speak multiple languages preferred  

• Dealership Service Department experience with an understanding of shop capacity, various servicing options for customers, and service appointment-making/shop loading process 

• Previous Coaching experience working with the Service department, Service Management, Service Advisors, and BDC preferred 

• Moderate to expert level of experience in dealership service appointment scheduling software (DMS is acceptable) as well as understanding dealers’ service capacity situation to make suggestions, integrate and modify the system settings 

• Confidence when interacting with all levels of Dealership Management and Staff in both the product as well as yourself  

• Requires persuasive coaching skills, adaptability, and ability to generate excitement about GuestXP  

• Proficient in all service department concepts, processes, tools, and great customer experiences 

• Awareness of current best practices within the automotive industry, customer experience, and web and app-based c