Customer Relations Coordinator - AutoNation Honda Dulles

United Fidelity Bank • AutoNation Honda Dulles, VA

3d • Onsite

About The Position

The Customer Relations Associate is responsible for fulfilling the dealership's customer relation policies in an effort to build and retain a loyal customer base. This role focuses on maintaining high customer retention, customer satisfaction, and monitoring customer complaints. The associate will contact service customers after their visit to monitor quality control and satisfaction, and also contact customers the day following vehicle delivery. They will ensure proper managers receive copies of any written complaints and maintain records of all customer complaints and solutions. This role also assists in resolving customer complaints that cannot be handled by Sales Consultants or Service Advisors/Managers. After connecting a dissatisfied customer with the appropriate personnel, the associate will follow up with all parties involved to determine actions taken and continue follow-up until the complaint is completely resolved. Additionally, the associate will prepare delivery call reports for the Customer Relations Manager, print and distribute customer-related reports, and provide feedback for improving the new vehicle delivery process through follow-up calls. They are also responsible for ensuring surveys are completed in a timely manner and will assist the Parts Department with tracking, notifying customers when parts are in, and developing a follow-up system for special order parts. The role requires demonstrating behaviors consistent with the Company's Vision, Mission, and Values in all interactions.

Requirements

• High school diploma or equivalent
• Must meet Company's requirements for employment
• Prolonged periods of personal computer usage and data entry
• Adheres to all company policies, procedures and safety standards
• Possess excellent verbal and written communication skills
• Must have excellent phone skills and organizational skills
• Professional appearance

Nice To Haves

• Two years customer service experience

Responsibilities

• Maintaining high customer retention and satisfaction
• Monitoring customer complaints
• Contacting service customers after their visit to monitor quality control and satisfaction
• Contacting customers the day following delivery of vehicle
• Ensuring proper managers have received copies of any written complaints
• Keeping records of all customer complaints and solutions
• Assisting in resolving customer complaints that cannot be handled by Sales Consultants, Service Advisors, Managers
• Following up with all parties involved to determine actions taken and ensure complaint resolution
• Preparing delivery call reports for Customer Relations Manager
• Printing and distributing customer-related reports
• Providing feedback for improving the new vehicle delivery process
• Ensuring surveys are taken care of in a timely manner
• Assisting the Parts Department with tracking and notifying customers when parts are in
• Developing a follow-up system for special order parts
• Demonstrating behaviors consistent with the Company's Vision, Mission, and Values

Benefits

• Competitive compensation
• 401k matching
• Health insurance
• Dental insurance
• Vision insurance
• Maternity benefits
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Access to YouDecide website with offers from top providers and retailers
• Participation in DRVPNK mission to raise and donate money to cancer research and treatment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED