Client Care Center Representative

Job Summary : The Client Care Center Representative serves as a first point of contact for MobilityWorks clients and prospective clients. This is a sales-focused, commission-based appointment-setting role responsible for handling inbound calls and leads, conducting outbound follow-up, understanding and qualifying client needs, and scheduling sales appointments with Certified Mobility Consultants. Success requires clear and empathetic phone communication, strong sales ability, consistent follow-through, and accurate documentation in Salesforce.

Essential Job Functions and Duties:

• Handle a high volume of inbound phone calls and leads with the goal of converting qualified client interest into sales appointments
• Respond to leads from website forms, live chat, third-party sources, vendors, and other inbound channels
• Conduct outbound follow-up and re-engagement calls with prospective and past clients
• Use a consultative qualification process to understand each client’s mobility needs, vehicle interests, purchase timeframe, budget, trade-in status, and location
• Communicate the value of meeting with a Certified Mobility Consultant, address objections, and confidently ask for the appointment
• Schedule appointments in Salesforce and assign them to the appropriate MobilityWorks location
• Document all client interactions, qualification details, dispositions, appointments, and follow-up activity accurately in Salesforce
• Notify store teams of scheduled appointments and complete post-appointment follow-up
• Follow established lead-management, follow-up, and escalation processes accurately and on time
• Answer general questions regarding MobilityWorks products and services, including vehicle sales, service, pricing, financing, and leasing
• Maintain current knowledge of MobilityWorks products, services, programs, and processes through initial and ongoing training
• Collaborate with fellow Client Care Center Representatives, General Managers, Certified Mobility Consultants, and other internal stakeholders

Position Qualifications and Experience:

• High School diploma or GED
• (preferred) One or more years of experience in a sales or commission-based role, particularly phone-based sales
• (preferred) One or more years of call center or customer service experience
• (highly preferred) One or more years of experience working in an automotive business development center (BDC)

Physical Demands/Work Environment:

• Must have a quiet, dedicated workspace, free from interruptions and reliable high-speed internet capable of supporting phone activity and Microsoft Teams meetings.
• Must be able to complete physical activities (walking, standing, talking, kneeling, hearing, pushing, reaching, seeing, stooping/crouching, smelling, depth perception, identifying colors) as needed.
• Participate in required company safety programs, training programs and PPE guidelines.