What are the responsibilities and job description for the Coordinator-CustomerCare - Koons Westminster Toyota 3-Service (Dealership) position at Asbury?
About Asbury
Koons Automotive Group 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.
Position Summary:
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.
Essential Duties and Responsibilities:
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.
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).
Serves as a role model/servant leader and ensures that the core values of the company are encompassed in behavior at all times.
While performing the duties of this job, the employee is regularly required to sit and talk or hear.
The employee is occasionally required to stand and walk.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by the job include close vision, and ability to adjust focus
Company Benefits:Pay and Recognition:
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, citizenship, age, disability, pregnancy, sexual orientation, gender identity, military leave or veteran status, 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. We are a Drug-Free workplace. Upon hire, you will be asked to complete a Pre-Employment Drug Screen, and Criminal Background Check. Complying with a background check will not automatically disqualify a candidate from employment. We participate in E-Verify.
Koons Automotive Group 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.
Position Summary:
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.
Essential Duties and Responsibilities:
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.
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).
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.
- Treats all co-workers, customers, and vendors professionally and with respect.
- Attendance and Punctuality.
- Adheres to Company Policies and Procedures.
- Maintains a clean and organized work area.
- Maintains a professional appearance and adheres to the dealership dress code.
- Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors
- Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers.
- Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction
- Maintains detailed customer contact information for all customers.
- Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
- Conducts training for sales and service personnel on proper client handling, telephone etiquette, deliveries, and follow-up.
- Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule, and proper use of the vehicle’s features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments.
- Coordinates customer follow-up programs.
- Schedules and confirms service appointments for any new customers experiencing mechanical problems. Follows up with all parties after repair has been completed.
- Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys.
- Maintains a case history file of all customer complaints and problems, documented with customer’s name, type of vehicle, date of contact, nature of problem, personnel involved, and detailed description of resolution.
- Reviews all post-sale service cases with the service manager once a month.
- Attends sales, service, and management meetings.
- Notifies supervisor of any illegal activity.
While performing the duties of this job, the employee is regularly required to sit and talk or hear.
The employee is occasionally required to stand and walk.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by the job include close vision, and ability to adjust focus
Company Benefits:Pay and Recognition:
- Hourly Wage: $16 - $20 per/hr
- Paid holidays & paid time off
- Deferred Holiday Pay Match
- Paid training
- Stock Awards(select management and front-line team member’s eligible
- Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans
- Up to 12 weeks paid pregnancy leave (disability leave)
- Paid Parental Leave
- Health savings
- Flex spending accounts (tax free)
- Short-term and Long-term disability plans
- Life Insurance (Whole Life and Term)
- 401k with company match
- Digital career path tool to assist with career development
- Continuous training through Asbury's Internal Learning Management System
- Student loan relief resources
- Employee assistance program
- Employee discounts on parts and service repairs
- Scholarship awards
- Opportunities to join our community service initiatives, which includes paid volunteer hours
- Aggressive Employee referral program with bonus opportunities
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, citizenship, age, disability, pregnancy, sexual orientation, gender identity, military leave or veteran status, 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. We are a Drug-Free workplace. Upon hire, you will be asked to complete a Pre-Employment Drug Screen, and Criminal Background Check. Complying with a background check will not automatically disqualify a candidate from employment. We participate in E-Verify.
Salary : $16 - $20
