Remote Experience Coordinator/CRM

Aschenbach Ford in Wytheville, VA is in search of a Remote Experience Coordinator/Customer Relations Manager (CRM). This position plays a vital role in ensuring customer satisfaction and loyalty at our dealership, with a primary focus on the service department. The CRM is responsible for managing the overall customer experience, addressing concerns, building long-term relationships, and driving retention through excellent service interactions. This role serves as the key liaison between customers and the service team, working to exceed expectations at every touchpoint.  

This position is full-time with hourly pay based on experience.  Employee will also receive a monthly bonus based on performance.   

Key Responsibilities: 

• Serve as the main point of contact for customers before, during, and after service appointments.
  
• Monitor and respond to customer feedback, concerns, and complaints in a timely and professional manner.
  
• Conduct follow-up calls and surveys post-service to ensure satisfaction and identify areas for improvement.
  
• Work with the service team to ensure smooth scheduling, timely repairs, and clear communication with customers.
  
• Track service satisfaction scores (e.g., CSI, NPS) and implement initiatives to improve performance.
  
• Maintain and update customer profiles and history in CRM software.
  
• Coordinate with technicians and advisors to keep customers informed of service status and changes.
  
• Manage and resolve escalated service issues with empathy and efficiency.
  
• Develop and execute customer loyalty programs and retention strategies.
  
• Support dealership events, campaigns, and outreach that enhance the customer service experience. 

Qualifications & Skills: 

• 
   Previous customer service experience 
  
• Strong telephone/computer skills with the ability to provide customers with product information, schedule appointments, and handle their automotive service needs 
  
• Valid Driver’s License with clean driving record
  
• Dependable Transportation  
• Verifiable Work History  

What We Offer:  

• Benefits: Medical, Dental, Vision, Paid Time Off
  
• 401(k) Plan with company match
  
• Growth opportunities  
• Paid Training  
• Employee vehicle purchase plans  
• Family owned and operated
  
• Long term job security  
• Health and wellness  
• Flexible Work Schedule  
• Discounts on products and services