Service Customer Care Coordinator

Asbury Automotive Group•Mesa, AZ

2d•Onsite

About The Position

Serves as a liaison between the dealership and its customers to ensure high ranking on manufacturer surveys. Works with department managers to develop and administer customer relations program designed to build and retain a loyal customer base for both sales and service. Ensure Maximum Productivity, Customer Service, and Cost Control. Strives to contribute to the store’s efforts to deliver an exceptional guest experience to our guests by making it a top priority to help other team members who are serving out guests (e.g., by being highly responsive to those team members’ requests for information or assistance that will help them serve our guests). Never think “that’s not in my job description”. Wowing our guests is the job of EVERY team member, even those who don’t interact directly with guests. Operate with Integrity. When interacting with guests, seeks to deliver exceptional guest experiences by going above-and-beyond. When not interacting with guests, gives priority to helping other team members deliver exceptional guest experiences (e.g., by being highly responsive to their requests for information or assistance that will help them serve our guests). Treats all co-workers, customers, and vendors professionally and with respect. Attendance and Punctuality. Serves as a role model/servant leader and ensures that the core values of the company are encompassed in behavior at all times. Recognizes and praises team members for exceptional performance and providing great guest expectations. When making a request or communicating a decision, explains the “why” behind it. Rarely shows strong negative emotions such as impatience, frustration, or anger. No task is beneath him/her; willing to perform routine tasks when needed. Is humble – whenever possible, gives credit to others instead of him/her self. When others make honest mistakes, doesn’t hold it against them and views it as a learning experience. Actively invites team members’ ideas, questions and concerns. Encourages team members to ask for help or support and genuinely welcomes the opportunity to assist. Attentive when others are speaking (e.g., good eye contact and no looking at his/her mobile device. Demonstrates professionalism (e.g., shows proper phone etiquette and avoids profanity and sarcasm). Avoids interrupting people; lets team members finish their thoughts. Encourages team members from different departments to collaborate in ways that enhance the guest experience.

Requirements

High school diploma or the equivalent
Maintain valid driver’s license and MVR within company policy requirements
Active Learning- Understanding the implications of new information for current and future problem-solving and decision-making
Learning Strategies- Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things
Communication- Basic ability to read and write, effectively convey information to others, apply active listening by taking the time to understand the points being made by employees and customers, be aware of others’ reactions, and understand why they react as they do
Social Perceptiveness- Being aware of others’ reactions and understanding why they react as they do
Critical thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Information Ordering- The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules
Interacting with Computers- Using computers and computer systems
Knowledge of Microsoft Office products
Clerical- Administrative and clerical procedures and systems such as word processing, file and record management, and other office procedures and terminology
English Language- Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar
Ability to understand written sentences and paragraphs in work-related documents
Customer and Personal Service- Knowledge of principles and processes for providing customer and personal services
Active Listening- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Adaptability- Ability to adapt to changes in the work environment, manages competing demands, and is able to deal with frequent change, delays, or unexpected events
Selective Attention- Concentrate on a task over a period of time without being distracted
Making Decisions and Solving Problems- Analyzing information and evaluating results to choose the best solution and solve problems
Interpersonal Skills- Maintains confidentiality, remains open to others’ ideas, and exhibits willingness to try new things
Leadership- Ability to lead, take charge, and offer opinions and direction while setting an example of ethical practices for all employees
Compliance- Understanding of and adherence to all Company standards, state and federal laws and regulations, and product pricing guidelines of all lenders, agencies, or business partners
Customer Service- Providing excellent customer service through the defined Larry H. Miller processes, which promote efficiencies, fairness, and cost-effectiveness
Ethics/Integrity- Representing the Larry H. Miller Dealerships by conducting yourself professionally and courteously demonstrates integrity and avoids actual or perceived conflicts of interest while complying with company standards and business ethics
Oral Communication- Clearly identifying and professionally expressing issues in positive or negative situations
Planning/Organizing- Prioritizing and planning work activities and using time effectively
Quality- Demonstrating accuracy and thoroughness and monitoring your work to ensure quality
Dependability- Consistent, punctual attendance at work; following instructions; responding to management direction, and soliciting feedback to improve performance
Time Management- The ability to integrate time management methods to provide a consistent and effective workflow that is cohesive for the department and team
Safety and Security- Observing safety and security procedures and using equipment and materials properly

Nice To Haves

Knowledge of Larry H. Miller Dealerships’ current company management systems is desirable

Responsibilities

Serves as a liaison between the dealership and its customers to ensure high ranking on manufacturer surveys
Works with department managers to develop and administer customer relations program designed to build and retain a loyal customer base for both sales and service
Ensure Maximum Productivity, Customer Service, and Cost Control
Strives to contribute to the store’s efforts to deliver an exceptional guest experience to our guests by making it a top priority to help other team members who are serving out guests
Operate with Integrity
When interacting with guests, seeks to deliver exceptional guest experiences by going above-and-beyond
When not interacting with guests, gives priority to helping other team members deliver exceptional guest experiences
Treats all co-workers, customers, and vendors professionally and with respect
Maintain Attendance and Punctuality
Serves as a role model/servant leader and ensures that the core values of the company are encompassed in behavior at all times
Recognizes and praises team members for exceptional performance and providing great guest expectations
Explains the “why” behind requests or decisions
Performs routine tasks when needed
Gives credit to others instead of him/her self
Views honest mistakes as a learning experience
Actively invites team members’ ideas, questions and concerns
Encourages team members to ask for help or support and genuinely welcomes the opportunity to assist
Is attentive when others are speaking
Demonstrates professionalism (e.g., shows proper phone etiquette and avoids profanity and sarcasm)
Avoids interrupting people; lets team members finish their thoughts
Encourages team members from different departments to collaborate in ways that enhance the guest experience
Maintain regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager