Customer Relations Coordinator - AutoNation Ford South Fort Worth

AutoNation • Fort Worth, TX

11d

About The Position

The Customer Relations Coordinator fulfills the dealership’s customer relations policies to build and retain a loyal customer base. The role supports customer retention and satisfaction by contacting customers after service visits and vehicle deliveries, monitoring feedback and surveys, keeping complaint records, and helping resolve issues. The coordinator also prepares and distributes customer-related reports, provides feedback on the new-vehicle delivery process, and assists the Parts Department with special-order parts follow-up.

AutoNation describes opportunities for career growth and development across its locations. The company is a large automotive retailer offering new and used vehicles, financing, parts, maintenance, and repair services. It also states a commitment to diversity, equity, inclusion, innovation, teamwork, and supporting communities through its DRV PNK fundraising mission.

Requirements

• High school diploma or equivalent.
• Must meet the Company's requirements for employment.
• Excellent verbal and written communication skills.
• Excellent phone and organizational skills.
• Professional appearance.
• Prolonged periods of personal computer use and data entry.

Nice To Haves

• Two years of customer service experience (preferred).

Responsibilities

• Maintain high customer retention and satisfaction and monitor customer complaints.
• Contact service customers after their visits to monitor quality and satisfaction.
• Contact customers the day after vehicle delivery.
• Ensure appropriate managers receive copies of written complaints.
• Keep records of customer complaints and their resolutions.
• Assist with complaints that cannot be handled by Sales Consultants, Service Advisors, or Managers.
• After connecting a dissatisfied customer with appropriate personnel, follow up with all parties and continue until the complaint is resolved.
• Prepare delivery call reports for the Customer Relations Manager.
• Print and distribute customer-related reports.
• Provide feedback to improve the new-vehicle delivery process based on follow-up calls and customer responses.
• Ensure surveys are completed in a timely manner.
• Help the Parts Department track parts and notify customers when parts arrive.
• Help develop a follow-up system for special-order parts that have not been attended to.
• Demonstrate behaviors consistent with the Company's Vision, Mission, and Values in interactions with customers, associates, and suppliers.
• Adhere to company policies, procedures, and safety standards.

Benefits

• Competitive compensation.
• 401(k) matching.
• Health insurance plans.
• Dental insurance plans.
• Vision insurance plans.
• Maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
• Access to deals and discounts through YouDecide.
• Career growth and development opportunities.

What This Job Offers

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