Brand Engagement Center (BEC), Customer Relations Representative

Overview

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow. with us.

Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, ‘job flexibility benefits’ [also known as I-140 or Adjustment of Status portability], etc.) now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future.

Who we're looking for

Toyota and Lexus' Brand Engagement Center (BEC) is looking for a highly motivated and qualified BEC Advocate (Customer Relations Representative) to work full-time in our world-class contact center.

The primary responsibility of this role requires you to interface with Toyota and Lexus owners, dealerships, and field/area offices regarding inquiries and/or complaints to positively impact owner satisfaction and retention.

This position provides an excellent overall foundation for team members with particular emphasis in the areas of product knowledge, expectations of Toyota and Lexus guests, and overall workings of the company.

Start your career with Toyota and learn the foundation of what makes Toyota successful...our guests.  Bring your experience and see how it translates into various career paths within the organization.

Center Operating Hours

• Monday-Friday from 7 am - 7 pm CST & Saturday from 8 am - 6 pm CST

• Team Members who support Toyota de Puerto Rico have a start time of 6 am CST during part of the year to account for daylight saving time

• ***You must be available to work anytime during center operating hours including Saturdays and company-paid holidays ***

Training

• 12 weeks of in-office paid training at our Plano Headquarters

• Training schedule is Monday-Friday from 8am-5pm CST

Pay/Benefits

• $55,800 is the starting salary and benefits are effective on day one (1)

• Schedule will be given following training.

What you’ll be doing

• Serve as a primary contact for Toyota and Lexus guests by answering incoming phone calls regarding questions, concerns, and complaints

• Listen to guest needs, assess concerns, and determine the appropriate next steps for resolution

• Own guest communications from start to finish by researching and resolving questions related to dealers, sales, service, and products

• Use active listening, sound judgment, and problem-solving skills to support a positive guest experience

• Manage multiple tasks at once, including speaking with guests, documenting information, and using multiple software systems simultaneously

• Research unique guest requests using approved resources and tools to identify solutions and opportunities to 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 delivering efficient guest support

• Maintain consistent attendance and punctuality, which are essential to success in this role

• Based on performance and business needs, opportunities may be available to support guests through email, letters, social media, and chat

What you bring

• High School Diploma required, bachelor’s degree or higher preferred

• Strong verbal and written communication skills with the ability to build trust and rapport

• High emotional intelligence, empathy, and active listening skills

• Ability to navigate complex customer situations with professionalism and sound judgment

• Strong problem-solving skills with a passion for identifying root causes and driving resolution

• Comfortable multitasking across multiple systems and learning new technology quickly

• Resilient and adaptable, with the ability to remain composed during challenging interactions

• Coachable mindset with a commitment to continuous learning and improvement

• Reliable, accountable, and committed 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 if you have

• Bachelor's degree or higher

• Speak, read, and write Spanish fluently

• Automotive experience (i.e., dealership, technician, worked for another automotive company, etc.)

• Experience working with technology (i.e., Bluetooth pairing, navigation, smartphone)

• Familiarity with social media

• Thrive in a fast-paced, dynamic environment

• Proficiency in Microsoft Office (Excel, PowerPoint, Word)

• Experience in a non-transactional contact center environment focused on customer advocacy, case management, problem resolution, or brand experience

What we’ll bring

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

• A work environment built on teamwork, flexibility, and respect

• Professional growth and development programs to help advance your career, as well as tuition reimbursement

• Team Member Vehicle Purchase Discount

• Toyota Team Member Lease Vehicle Program (if applicable)

• Comprehensive health care and wellness plans for your entire family

• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute (if applicable)

• Paid holidays and paid time off

• Referral services related to prenatal services, adoption, childcare, schools and more

• Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)

Belonging at Toyota

Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question, need assistance with your application or do you require any special accommodations? Please send an email to [email protected] .