Chat Support Assistant

AUTO HAUS of Yorktown and Williamsburg is seeking a dedicated and personable Chat Support Assistant to join our customer service team. This role is essential in providing timely, professional, and helpful assistance to customers exploring our vehicles, services, and dealership offerings.

As a Chat Support Assistant, you will serve as one of the first points of contact for customers communicating with the dealership online. You will help answer questions, provide accurate information, assist with inquiries, and ensure every customer receives a positive and professional experience.

Location: United States (Remote)

Key Objectives

• Provide prompt and accurate responses to customer inquiries through live chat and online messaging.
• Assist customers with questions regarding vehicles, availability, services, appointments, and dealership policies.
• Deliver a friendly and professional customer experience that encourages customer engagement.
• Identify customer needs and appropriately route sales, service, or other inquiries to the relevant dealership team.
• Maintain accurate records of customer interactions and follow-up requests.

Responsibilities

• Respond to customer questions and inquiries through live chat in a timely and courteous manner.
• Provide general information about available vehicles, dealership services, financing options, and appointments.
• Identify customer needs and connect customers with the appropriate sales or service representative when necessary.
• Schedule or assist with scheduling vehicle appointments, test drives, service visits, and consultations.
• Document customer interactions and update customer records accurately.
• Follow up with customers when additional information or assistance is required.
• Maintain current knowledge of dealership inventory, services, promotions, and policies.
• Escalate complex customer concerns to the appropriate manager or department.
• Protect customer information and follow dealership privacy and communication policies.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Previous experience in customer service, chat support, automotive retail, or a related position preferred.
• Excellent written and verbal communication skills.
• Strong attention to detail and professional communication style.
• Ability to manage multiple customer conversations and inquiries efficiently.
• Basic computer skills and the ability to learn dealership software and customer-management systems.
• Strong problem-solving and organizational skills.
• Customer-focused attitude with a professional and positive demeanor.
• Ability to work independently while collaborating effectively with dealership staff.

Preferred Qualifications

• Experience with dealership CRM or customer-management software.
• Previous automotive dealership or automotive customer service experience.
• Familiarity with vehicle terminology, sales processes, or automotive services.
• Experience handling online leads, website inquiries, or digital customer communications.
• Bilingual or multilingual communication skills are a plus.

Benefits

• Competitive compensation with potential performance-based incentives.
• Health, dental, and vision insurance options.
• Paid time off.
• Opportunities for professional development and career advancement.
• Supportive and collaborative dealership environment.
• Employee discounts and dealership benefits, where applicable.
• Training and onboarding provided.