Coordinator-Customer Care -Coggin Honda of Orlando

Asbury Automotive • Orlando, FL

9d • Onsite

About The Position

Serves as a liaison between the dealership and its customers to ensure high ranking on manufacturer surveys. Works with department managers to develop and administer customer relations program designed to build and retain a loyal customer base for both sales and service. Contributes to the store’s efforts to deliver an exceptional guest experience to our guests by making it a top priority to help other team members who are serving out guests. Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers. Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction. Maintains detailed customer contact information for all customers. Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted. Conducts training for sales and service personnel on proper client handling, telephone etiquette, deliveries, and follow-up. Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule, and proper use of the vehicle’s features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments. Coordinates customer follow-up programs. Schedules and confirms service appointments for any new customers experiencing mechanical problems. Follows up with all parties after repair has been completed. Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys. Maintains a case history file of all customer complaints and problems, documented with customer’s name, type of vehicle, date of contact, nature of problem, personnel involved, and detailed description of resolution. Maintains a file of the dealership’s customer satisfaction achievements.

Requirements

• Excellent communication and customer service skills, and the ability to maintain a professional image and demeanor is required
• Ability to multi-task in a fast paced environment
• Advanced computer & phone skills (Internet, MS Outlook) a must
• Must be a minimum of eighteen years of age
• Must pass pre-employment screens ( background and drug test)

Nice To Haves

• Ability to speak multiple languages is always a plus

Responsibilities

• Serves as a liaison between the dealership and its customers to ensure high ranking on manufacturer surveys.
• Works with department managers to develop and administer customer relations program designed to build and retain a loyal customer base for both sales and service.
• Contributes to the store’s efforts to deliver an exceptional guest experience to our guests by making it a top priority to help other team members who are serving out guests.
• Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers.
• Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction.
• Maintains detailed customer contact information for all customers.
• Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
• Conducts training for sales and service personnel on proper client handling, telephone etiquette, deliveries, and follow-up.
• Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule, and proper use of the vehicle’s features, particularly those related to safety.
• Explains the hours of operation and location of the service and parts departments.
• Coordinates customer follow-up programs.
• Schedules and confirms service appointments for any new customers experiencing mechanical problems.
• Follows up with all parties after repair has been completed.
• Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys.
• Maintains a case history file of all customer complaints and problems, documented with customer’s name, type of vehicle, date of contact, nature of problem, personnel involved, and detailed description of resolution.
• Maintains a file of the dealership’s customer satisfaction achievements.

Benefits

• Weekly pay
• Paid holidays & paid time off
• Deferred Holiday Pay Match
• Paid training
• Stock Awards(select management and front-line team member’s eligible!)
• Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans
• Up to 12 weeks paid pregnancy leave (disability leave)
• Paid Parental Leave
• Health savings
• Flex spending accounts (tax free)
• Short-term and Long-term disability plans
• Life Insurance (Whole Life and Term)
• 401k with company match
• Digital career path tool to assist with career development
• Continuous training through Asbury's Internal Learning Management System
• Professional growth and development opportunities
• Student loan relief resources
• Employee assistance program
• Employee discounts on parts and service repairs
• Scholarship awards
• Opportunities to join our community service initiatives, which includes paid volunteer hours
• Aggressive Employee referral program with bonus opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed