Customer Experience Coordinator - Jaguar Land Rover

HOEHN MASTER • Carlsbad, CA

2d • $20 - $20 • Onsite

About The Position

Serves as JLR Carlsbad’s liaison to customers following the sale and/or service of the customer vehicle and reaches out to ensure client satisfaction. Refers to customer voice in SSO to review daily surveys sent to customers. Monitors department metrics for NPS, Service 6, and Sales 6. Pursues daily, weekly, and monthly customer survey volume return and objective score levels. Is first line of contact to discuss customer dissatisfaction issues and attempt to resolve amicably. Provide all customer feedback, positive and negative, to stake holders once clients have been contacted. Works with CRC for aftersales and service cases. Provides required documentation to all involved parties. Submits goodwill claims via CRM@RETAIL and warranty portal. Assists Service Advisors, and Managers with daily tasks as directed. Advises sales department managers about necessary service for routine maintenance. Helps identify a mechanical problem by questioning the sales department members or doing a visual inspection or road test. Confers with sales department managers about inspection results, recommend corrective procedures, and prepare work order for needed repairs. Prepares a repair order showing time, cost and labor estimates for service. Writes a brief description of the sales department manager’s concern on the repair order to help the technician locate the problem. Explains the work performed and the repair order charges to the sales department managers. Handles sales department managers reconditioning related complaints. Test drives the vehicle with sales department managers or appointed staff as needed to confirm the problem or refer to test technician. Refers to service history, inspects vehicle, and recommends additional needed service. Manages due bill items for Sales Department. Answers service calls, discusses work in process, and sets service appointments. Provides encore deliveries. Sets up valet deliveries. Maintains proper organization and flow of repair orders, parts invoices, rental forms, and all other paperwork; Informs appropriate personnel of missing documents. When service advisors are occupied, receives cash, checks and credit card payments from customers; Records amount received. Makes change and issues receipts to customers. Works with department manager to keep abreast of important service information and processes. Maintains stores corporate MLPX standards for cut flowers, décor, and hospitality lounge. Maintains a professional appearance. Keeps work area neat and clean.

Requirements

• Strong in person social conduct, phone etiquette, and communication skills
• Proficiency in data entry and CRM systems
• Previous experience in sales or customer service
• Ability to communicate effectively in English; multilingual abilities are a plus
• General computer, email, and word processing skills
• Ability to become quickly proficient in using various software and web-based systems, especially the Dealership’s Management System
• Ability to become quickly proficient using the dealership’s telephone system
• Ability to communicate courteously, professionally, and effectively over the telephone and in person.
• Ability to write simple but professional correspondence.
• Ability to respond to common inquiries or complaints from customers.
• Ability to retain and communicate general service department information.
• Ability to read, analyze, and interpret documents such as customer and internal email/electronic correspondence, repair orders, company memos, sales paperwork, safety rules, and training material.
• Ability to count, add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Valid Driver's License
• Must be insurable by Company Standards

Nice To Haves

• Experience with automotive brands a plus
• Experience in hospitality a plus

Responsibilities

• Serves as JLR Carlsbad’s liaison to customers following the sale and/or service of the customer vehicle and reaches out to ensure client satisfaction.
• Refers to customer voice in SSO to review daily surveys sent to customers.
• Monitors department metrics for NPS, Service 6, and Sales 6.
• Pursues daily, weekly, and monthly customer survey volume return and objective score levels.
• Is first line of contact to discuss customer dissatisfaction issues and attempt to resolve amicably.
• Provide all customer feedback, positive and negative, to stake holders once clients have been contacted.
• Works with CRC for aftersales and service cases.
• Provides required documentation to all involved parties.
• Submits goodwill claims via CRM@RETAIL and warranty portal.
• Assists Service Advisors, and Managers with daily tasks as directed.
• Advises sales department managers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the sales department members or doing a visual inspection or road test.
• Confers with sales department managers about inspection results, recommend corrective procedures, and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief description of the sales department manager’s concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the sales department managers.
• Handles sales department managers reconditioning related complaints.
• Test drives the vehicle with sales department managers or appointed staff as needed to confirm the problem or refer to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Manages due bill items for Sales Department.
• Answers service calls, discusses work in process, and sets service appointments.
• Provides encore deliveries.
• Sets up valet deliveries.
• Maintains proper organization and flow of repair orders, parts invoices, rental forms, and all other paperwork; Informs appropriate personnel of missing documents.
• When service advisors are occupied, receives cash, checks and credit card payments from customers; Records amount received.
• Makes change and issues receipts to customers.
• Works with department manager to keep abreast of important service information and processes.
• Maintains stores corporate MLPX standards for cut flowers, décor, and hospitality lounge.
• Maintains a professional appearance.
• Keeps work area neat and clean.

What This Job Offers

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