Customer Service Coordinator

Angela Krause Ford•Alpharetta, GA

17d

About The Position

The Krause Auto Group has been in business for over 30 years, and we contribute our longevity to our focus on both customer and employee satisfaction. Our employees are not just a number. We acknowledge and support every employee regardless of position and care for everyone individually. We love to help people grow, promote from within, and celebrate individual success stories! We offer great opportunities to grow with our company portfolio which consists of 12 brands (BMW, Mercedes, Ford, Lincoln, Hyundai, Genesis, Lamborghini, Aston Martin, Rolls Royce, Koenigsegg, Mclaren, and Lotus) across 4 states (Georgia, South Carolina, North Carolina, and Florida) What we offer: Free Health Insurance Option Available 401k Match Options Available HSA company match contribution Dental and Vision Insurance Available Paid Vacations, Holiday Pay, PTO pay Career advancement opportunities, promote from within Discounts on products and services Family owned and operated Long term job security Job Description 1. Welcome service customers on the phone or in person in a genuinely friendly and courteous manner. 2. Manage customer follow-up calls and letters to maintain customer satisfaction. Follow up on NPS hot alert surveys and offer assistance to customers 3. Answer the service department telephone handling inbound and outbound calls and when necessary, transfer calls to the people requested or best suited to take the call and take written messages when the personnel needed are not available. 4. Be courteous and helpful to all customers and obtain immediate assistance for situations needing service management. 5. Update the customer’s service history file according to the procedures specific to the department’s service history system. 6. Maintains a professional attitude and assists management with customer concerns as needed 7. Maintain a level of personal appearance consistent with the standards set by the dealership 8. Employees may be needed at any time to perform other duties as assigned

Requirements

High School Diploma or equivalent
Previous call center or customer service experience required

Nice To Haves

Excellent communication and organizational skills
Knowledge of computer systems
Microsoft office

Responsibilities

Welcome service customers on the phone or in person in a genuinely friendly and courteous manner.
Manage customer follow-up calls and letters to maintain customer satisfaction. Follow up on NPS hot alert surveys and offer assistance to customers
Answer the service department telephone handling inbound and outbound calls and when necessary, transfer calls to the people requested or best suited to take the call and take written messages when the personnel needed are not available.
Be courteous and helpful to all customers and obtain immediate assistance for situations needing service management.
Update the customer’s service history file according to the procedures specific to the department’s service history system.
Maintains a professional attitude and assists management with customer concerns as needed
Maintain a level of personal appearance consistent with the standards set by the dealership
Employees may be needed at any time to perform other duties as assigned