Client Relations Specialist

Subaru of Little Rock•Little Rock, AR

19h•Onsite

About The Position

If you are looking for an opportunity to be appreciated and involved in your career, your search is complete. We have a great history of providing excellent career opportunities. Winrock Automotive Group is a family-owned business dedicated to our employees’ success and growth. With six locations in the Natural State (Arkansas), opportunities abound! Key Responsibilities Guest Engagement. Act as the primary point of contact for guests, addressing inquiries, concerns, and feedback in a timely and professional manner. Foster strong relationships with guests, ensuring their needs are met throughout their interaction with the dealership. Manage the guest follow-up process, including post-service check-ins, service reminders, and satisfaction surveys. Handle guest complaints and disputes, working collaboratively with department managers to resolve issues to the customer’s satisfaction. Monitor guest satisfaction metrics and take proactive steps to improve scores and reduce negative feedback. Conduct regular reviews of guest feedback to identify trends and recommend changes to dealership policies and procedures. Collaborate with service and parts teams to ensure a seamless guest experience across both departments. Provide training and guidance to staff on best practices for guest interaction and relationship management. Communicate guest expectations and concerns to relevant departments to improve overall service quality. Regularly conduct training sessions for service advisors to enhance guest satisfaction and effectively promote upselling opportunities. Manage all internal service repair orders, ensuring timely and accurate processing. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. The employee is regularly required to sit, stand, and walk. Frequently required to climb; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is expected to represent the dealership during test drives with all customers. Therefore, the normal day-to-day operations will be conducted in a professional dealership setting and will consist of test-driving routes with potential buyers. Traveling further distance may be asked when delivering a customer vehicle or other work-related circumstances. The noise level in the work environment is usually moderate. Pre-Employment Screening: Motor vehicle record, drug screen, and background checks required. The company reserves the right to review and change responsibilities, job duties, and/or skills at any time, with or without notice. This job description is not intended to maintain a complete list of all responsibilities, duties, and/or skills required for this job. Your employment is “At Will,” which means you may be terminated at any time and for any reason, with or without advance notice. Employees are also free to quit at any time. Therefore, this job description is not a contract of employment. The company is an equal-opportunity employer. It is our policy to provide equal employment opportunity (EEO) to all qualified persons regardless of race, color, religion, gender, national origin, age, disability, marital status, military status, genetic information, or any other category protected by federal, state, and local laws.

Responsibilities

Act as the primary point of contact for guests, addressing inquiries, concerns, and feedback in a timely and professional manner.
Foster strong relationships with guests, ensuring their needs are met throughout their interaction with the dealership.
Manage the guest follow-up process, including post-service check-ins, service reminders, and satisfaction surveys.
Handle guest complaints and disputes, working collaboratively with department managers to resolve issues to the customer’s satisfaction.
Monitor guest satisfaction metrics and take proactive steps to improve scores and reduce negative feedback.
Conduct regular reviews of guest feedback to identify trends and recommend changes to dealership policies and procedures.
Collaborate with service and parts teams to ensure a seamless guest experience across both departments.
Provide training and guidance to staff on best practices for guest interaction and relationship management.
Communicate guest expectations and concerns to relevant departments to improve overall service quality.
Regularly conduct training sessions for service advisors to enhance guest satisfaction and effectively promote upselling opportunities.
Manage all internal service repair orders, ensuring timely and accurate processing.