Customer Relations Representative
About The Position
The Customer Relations Representative ensures customer issues and concerns are resolved promptly and that customers are treated professionally and courteously. The role involves communicating with customers by telephone, electronically, and face to face; managing customer accounts and records; processing orders and requests; coordinating appointments; and working with internal teams and management to address customer needs. The ideal candidate has some post-secondary education or training, experience in a similar administrative, clerical, call center, or customer service position, and working knowledge of automotive sales or service. The role requires a courteous personality, strong administrative and organizational abilities, strong phone and computer skills, and excellent communication and interpersonal skills.
Requirements
- At least 1 year of previous experience as a customer relations representative.
- Problem analysis and problem-solving skills.
- Ability to handle complex multitasking and data entry accurately.
- Proficiency with Microsoft Excel, Word, and Outlook.
- Strong verbal and written communication skills.
- A courteous, high-energy personality and positive attitude.
- Ability to work well in a process-driven environment.
- Some post-secondary education or training.
- Previous experience in a similar administrative, clerical, call center, or customer service position.
- Working knowledge of automotive sales or service.
- Strong administrative and organizational skills, phone and computer skills, and communication and interpersonal skills.
Nice To Haves
- Social media experience.
- Working knowledge of Microsoft Streets & Trips and Dynamics CRM; training may be provided if needed.
- Bilingual ability.
Responsibilities
- Resolve customer issues and concerns promptly.
- Interact with customers by telephone, electronically, and face to face.
- Anticipate customer needs and follow up with previous customers to offer reorders or additional services.
- Make daily follow-up calls to customers who have serviced their vehicles and attempt to resolve concerns.
- Work closely with team members to support efficient operations.
- Refer advanced cases to management for resolution and provide relevant background information.
- Observe concerns daily and report them to the Manager daily or weekly.
- Maintain databases and equipment, supply, and inventory reports.
- Provide pricing and delivery information.
- Establish new customer accounts and record account information digitally.
- Perform verifications and set up new accounts.
- Process orders, forms, applications, and requests.
- Organize workflow to meet contracted timeframes.
- Coordinate and schedule appointments throughout the US, Canada, and Puerto Rico.
- Manage customer accounts and maintain records of interactions and transactions.
- Record inquiries, comments, and complaints, along with details of actions taken.
- Prepare and distribute activity reports.
- Communicate and coordinate with internal departments and follow up on interactions.
- Provide feedback on customer service efficiency.
- Maintain and submit sales, warranty, and inventory reports.
- Manage and maintain inputs into a provided CRM management tool.
- Perform other duties as assigned.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k)
- Health and wellness program
- Community involvement
- Company-paid vacation and holidays
- Competitive pay
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
