Customer Relations Representative

Job Title: Customer Relations Representative (Brand Engagement Center)

About the Role

Toyota and Lexus' Brand Engagement Center (BEC) is seeking a highly motivated and qualified BEC Advocate (Customer Relations Representative) to join their world-class contact center. This role provides a strong foundation in product knowledge, guest expectations, and company operations, contributing to owner satisfaction and retention.

Key Responsibilities

• Serve as the primary contact for Toyota and Lexus guests, responding to inquiries, concerns, and complaints via phone.
• Actively listen to guest needs, assess concerns, and determine appropriate resolution steps.
• Manage guest communications from initiation to completion, including researching and resolving issues related to dealers, sales, service, and products.
• Utilize active listening, sound judgment, and problem-solving skills to ensure a positive guest experience.
• Juggle multiple tasks concurrently, including guest interaction, data documentation, and simultaneous use of multiple software systems.
• Research unique guest requests using approved resources and tools to find solutions and enhance the guest experience.
• Assist guests with in-vehicle technology and connected services, including multimedia setup, phone pairing, and navigation troubleshooting.
• Demonstrate emotional intelligence and professionalism while providing efficient guest support.
• Maintain consistent attendance and punctuality.
• Opportunities may arise to support guests via email, letters, social media, and chat, based on performance and business needs.

Center Operating Hours

• Monday-Friday: 7 am - 7 pm CST
• Saturday: 8 am - 6 pm CST
• Team members supporting Toyota de Puerto Rico may have a 6 am CST start time during certain periods to accommodate daylight saving time.
• Availability required during all center operating hours, including Saturdays and company-paid holidays.

Training

• 12 weeks of in-office paid training at Plano Headquarters.
• Training schedule: Monday-Friday, 8 am - 5 pm CST.

Requirements & Tech Stack

• High School Diploma required; Bachelor's degree or higher preferred.
• Strong verbal and written communication skills for building trust and rapport.
• High emotional intelligence, empathy, and active listening skills.
• Ability to manage complex customer situations with professionalism and sound judgment.
• Strong problem-solving skills with a focus on root cause identification and resolution.
• Comfort in multitasking across multiple systems and rapidly learning new technology.
• Resilience and adaptability, maintaining composure during challenging interactions.
• A coachable mindset with a commitment to continuous learning.
• Reliability, accountability, and commitment to meeting performance and schedule expectations.
• Team-oriented with a customer-first mindset and a passion for delivering outstanding experiences.
• Motivated by quality, customer satisfaction, and making a meaningful impact.

Added Bonus Experience

• Bachelor's degree or higher.
• Fluent in Spanish (speaking, reading, and writing).
• Automotive experience (dealership, technician, automotive company).
• Experience with technology (e.g., Bluetooth pairing, navigation, smartphones).
• Familiarity with social media.
• Experience in a fast-paced, dynamic environment.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).
• Experience in a non-transactional contact center focused on customer advocacy, case management, problem resolution, or brand experience.

Work Authorization

• You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment now or in the future.