Customer Relations Coordinator - AutoNation Ford South Fort Worth

AutoNation • Fort Worth, TX

6d

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 complaints and surveys, and following up until issues are resolved. The coordinator also prepares and distributes customer-related reports, provides feedback to improve the new-vehicle delivery process, and helps the Parts Department track and follow up on special-order parts. The position requires prolonged periods of computer use and data entry and adherence to company policies, procedures, and safety standards.

Requirements

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

Nice To Haves

• Two years of customer service experience.

Responsibilities

• Maintain high customer retention and satisfaction and monitor customer complaints.
• Contact service customers after their visits to monitor quality control and satisfaction.
• Contact customers on the day following vehicle delivery.
• Ensure appropriate managers receive copies of written complaints.
• Keep records of customer complaints and their solutions.
• Assist in resolving complaints that Sales Consultants, Service Advisors, or Managers cannot handle.
• After referring a dissatisfied customer to the appropriate personnel, follow up with all parties and continue until the complaint is completely 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 handled 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.

Benefits

• Competitive compensation.
• 401k 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.
• Deals and discounts through YouDecide, a website with offers from top providers and retailers.

What This Job Offers

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