Customer Satisfaction Index (CSI) Coordinator

Mac Haik Enterprises•Houston, TX

2d•Onsite

About The Position

The CSI Coordinator position responds to customer inquiries and resolves customer concerns promptly. The CSI Coordinator is responsible for engaging customers throughout the sales and service experience to develop and maintain customer loyalty.

Requirements

High school diploma or equivalent required
Prior customer service experience
Valid Driver's License and acceptable driving record
Successful completion of pre-employment screening
Authorization to work in the USA

Nice To Haves

GREAT CUSTOMER SKILLS
DEPENDABLE
CAN SMILE ON THE PHONE

Responsibilities

Monitoring the customer experience.
Facilitating the CSI process and communicating results to management and employees.
Initiating and responding to all customer communications in a positive and resourceful manner; logging all customer comments into Dealership Management System.
Scheduling follow-up contact if no appointment is made in Dealership Management System.
Confirming scheduled appointments with future customers.
Handling all customer grievances to the satisfaction of each client as well as the Dealership.
Engaging the appropriate resources for customer concerns including department managers and/or the General Manager.
Assisting with the planning of all customer appreciation events.
Posting scheduled appointments with designated managers; rescheduling 'no-shows'.
Following-up with sales or service department to determine if the appointment was kept and any needed follow-up.
Maintaining and updating customer changes in database.
Contacting current customer base on current marketing incentives.
Responding to customer website requests (internet inquiries).
Contacting internet clients via e-mail and phone to schedule a sales or service appointment.
Interacting with customers waiting for their vehicles in the customer lounge.
Forwarding any customer concerns to the correct department Manager and following-up.
Maintaining CSI at or above Company standard.
Adhering to consistent and reliable work schedule.
Demonstrating ethical business practices and integrity in all interactions to uphold the Mac Haik Automotive group brand.
Effectively performing duties and responsibilities in a safe manner.
Other duties as assigned.