Customer Relations Coordinator

AutoNation • Knoxville, TN

2d • 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 contact customers the day following vehicle delivery. They will ensure proper managers receive copies of any written complaints, keep records of all customer complaints and solutions, and assist in resolving customer complaints that cannot be handled by Sales Consultants, Service Advisors, or 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. The role also involves preparing delivery call reports for the Customer Relations Manager, printing and distributing customer-related reports, and providing feedback for improving the new vehicle delivery process through follow-up calls based on customer responses. Additionally, the associate is responsible for ensuring surveys are handled 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 that are not being attended to. The associate must demonstrate behaviors consistent with the Company's Vision, Mission, and Values in all interactions with Customers, Associates, and Suppliers.

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, customer satisfaction and monitoring customer complaints
• Contacting service customers after their visit to monitor quality control and satisfaction
• Contacting customer on the day following delivery of vehicle
• Making sure proper managers have received copies of any written complaints
• Keeping records of all customer complaints and solutions
• Assisting in resolving customer complaints, which can not be handled by Sales Consultants, Service Advisors, Managers
• Following up with all parties involved to determine what actions were taken and continuing follow up until complaint is completely resolved
• Preparing delivery call reports for Customer Relations Manager
• Printing and distributing customer related reports
• Providing feedback for improving the new vehicle delivery process through follow up calls with the customer per their responses
• Making sure surveys are taken care of in a timely manner
• Helping the Parts Department with tracking, notifying customers when parts are in and help to develop a follow up system of special order parts that are not being attended to
• Demonstrating behaviors consistent with the Company's Vision, Mission, and Values in all interactions with Customers, Associates and Suppliers

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 deals and discounts through YouDecide
• Participation in DRVPNK mission to raise and donate millions of dollars to cancer research and treatment

What This Job Offers

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