Customer Relations Coordinator

United Fidelity Bank • Knoxville, TN

4d • 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, maintain records of all customer complaints and solutions, and assist in resolving customer complaints that cannot be handled by Sales Consultants or Service Advisors. The role also involves following up with all parties involved after connecting a dissatisfied customer with appropriate personnel to ensure 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. A key responsibility is ensuring surveys are handled in a timely manner. The role also supports the Parts Department by tracking parts, notifying customers of their arrival, and developing a follow-up system for special order parts. The associate must demonstrate 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 customer satisfaction.
• Monitoring customer complaints.
• Contacting service customers after their visit to monitor quality control and satisfaction.
• Contacting customers the day following vehicle delivery.
• Ensuring proper managers receive 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 or Service Advisors.
• Following up with all parties involved to determine actions taken on customer complaints until completely resolved.
• Preparing delivery call reports for the Customer Relations Manager.
• Printing and distributing customer-related reports.
• Providing feedback for improving the new vehicle delivery process through follow-up calls.
• Ensuring surveys are taken care of in a timely manner.
• Helping the Parts Department with tracking, notifying customers when parts are in, and developing a follow-up system for special order parts.
• Demonstrating behaviors consistent with the Company's Vision, Mission, and Values in all interactions.

Benefits

• Competitive compensation
• 401k matching
• Insurance plans (health, dental, vision)
• 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 millions of dollars to cancer research and treatment

What This Job Offers

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