About Asbury
Larry H Miller Automotive Group - Arizona is part of Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as one of the best places to work by both Newsweek and US News & World report.
Larry H. Miller Dealerships’ Job Description
Customer Relations Manager I
Primary Responsibilities:The Customer Relations Manager I is expected to:

• Understand and adhere to group leads and referral process to promote sales and customer service satisfaction.
• Seek ways to continuously exceed employee, customer, and market expectations through business operations and efficiencies.
• Be a teacher to support the efforts of other employees to be successful.

Reports to: General Manager
Essential Job Functions:
1. Maximize Production, Customer Service, and Profitability.

• Adhere to Larry H. Miller Dealerships’ incoming and outgoing telephone activity process to achieve or exceed group standards to obtain referrals, schedule appointments and confirm appointments which result in profitability and customer service satisfaction.
• Maintain thorough knowledge of current automotive products, features, benefits, specifications, prices, options, models, and equipment to effectively communicate with customers and exceed customer satisfaction benchmarks.
• Effectively obtain new customers to raise customer service index (CSI) to achieve or exceed dealership standards.
• Create and maintain good public relations consistent with effective use of time.
• Complete and maintain all Larry H. Miller Dealerships and factory, (if applicable) required training.
• Maintain ability to handle job stress and effective interaction with others in the workplace.
• Complete all other job duties as requested by management.

2. Operate with Integrity.

• Demand the highest ethical standards from self and others.
• Maintain composure within the workplace as well as outside the workplace when interacting or representing the Larry H. Miller Dealerships.
• Set an example of a positive attitude and professionalism, including a neat, orderly, and safe work environment.
• Assist in resolving customer complaints in a timely and professional manner while working closely with management.

Physical Demands:

• Work performed in a dealership setting due to the necessity to work in person with employees, customers, and vendors.
• Must be able to sit, stand, bend, reach, talk, hear, use hands and fingers, and move about facilities.
• Required vision includes close vision, distance vision, peripheral vision, and the ability to adjust focus.
• While performing the duties of the job, the employee is exposed to weather conditions precedent at that time.
• Required to lift up to a minimum of 10lbs.
• Required to operate equipment and move vehicles in a safe manner at all times.
• Regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager is required.
• Regularly required to work various hours and frequently 40 hours per week.

Minimum Qualifications:
1. Education, Experience, and Certification(s)/Training.

• High school diploma or the equivalent.
• 2 years of sales experience.
• 1 years of phone customer service or phone sales experience.
• Maintain valid driver’s license and MVR record within company policy requirements.
• Applicable state license(s) to sell automotive products. (if applicable)

2. Skills.

• Communication- Basic ability to read and write, ability to effectively convey information to others, apply active listening by taking the time to understand the points being made by employees and customers, 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 (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Resolving conflicts and negotiating with others- The ability to handle complaints, settle disputes, resolve grievances and conflicts, or otherwise negotiating with others.

3. Knowledge.

• Interacting with Computers- Using computers and computer systems. Knowledge of Microsoft Office products is required.
• Knowledge of Larry H. Miller Dealerships’ ’s current company management systems is desirable.
• 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.
• Customer and Personal Service- Knowledge of principles and processes for providing customer and personal services.
• Sales and Marketing- Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

General Standards:
To perform the job successfully, an individual should demonstrate the following competencies:
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- Ethical leadership and followership behaviors that promote Larry H. Miller Dealerships’ standards and result in a cohesive and effective team.
Compliance- Understanding of and adherence to all Company standards, state and federal laws and regulations as well as product pricing guidelines of all lenders, agencies, or business partners.
Customer Service- Providing excellent customer service through the defined Larry H. Miller Dealerships’ processes which promote efficiencies, fairness, and cost-effectiveness.
Ethics/Integrity- Representing the Larry H. Miller Dealerships by conducting yourself in a professional and courteous manner that 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 methods of time management 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.
Company management reserves the right to add to, change or retract portions of this job description. Employee is required to adhere to the qualifications, duties, and conditions of any revised job description.
Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of their race, color, religion, sex, national origin, age, disability, pregnancy, sexual orientation, gender identity, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace.