Client Engagement Coordinator - Sunroad Auto Shared Services Inc.

Sunroad Automotive•San Diego, CA

2d•Onsite

About The Position

The Client Engagement Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls as needed.

Requirements

Minimum two years’ experience in customer service, support, or a related role.
Ability to lift up to 15 pounds.
Ability to perform all essential functions of the job description.

Nice To Haves

Experience using software to build and maintain complex forecasting models.
Excellent verbal and written communication skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite or related software.

Responsibilities

Answer inbound calls promptly and professionally, focusing on providing excellent client experience that leads to a scheduled reservation with the service team.
Master and follow all training materials including inbound service call guides and Strategic Response (word tracks) in order to accurately answer all guest’s questions.
Make outbound calls for due and overdue service clients, Special Order Parts (SOP) notifications and “we owe” scheduling calls.
Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
Use the Blueprint KnowledgeDrive™ to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor.
Following the “Call Center Representative Policies and Procedures” manual.
Must complete the ServiceMastery™ certification training with a minimum score of 85%. Service Coordinators must attend 100% of the certification training, which is four consecutive days.
Maintain satisfactory attendance.
Performs other related duties as assigned