What are the responsibilities and job description for the Customer Service Coordinator position at Son's Automotive Group?
Nalley GMC is seeking an enthusiastic individual to be the dealership's customer satisfaction representative and fulfill the dealership's customer relations policies in an effort to build and retain a loyal customer base. This is a hands-on and high energy position that builds and retains a loyal customer base to continuously improve customer satisfaction.
The CSI (Customer Satisfaction Index) Coordinator is a vital member of the Nalley GMC Sales and Service team, responsible for ensuring an exceptional customer experience is provided. The focus is on maintaining high CSI scores by following up with customers after the sale and service of a vehicle, addressing issues or concerns, and guiding customers through the survey process. The CSI Coordinator will act as a liaison between the dealership and customers, ensuring satisfaction and promoting a positive dealership reputation.
What We Offer:
- Employee & Family purchase program
- Medical and Dental Insurance
- 401(k)
- Paid Vacation
- A fair and safe family-run business environment
Responsibilities:
- Contact customers after the sale of a vehicle and following service to thank them for their business and ensure their satisfaction with their experience.
- Identify and address any issues or concerns raised by customers during follow-up calls, working closely with sales and service management teams to resolve problems promptly.
- Educate customers on the importance of the CSI survey and ensure customers are aware of the questions and how to reflect their positive experience.
- Track and analyze CSI scores and trends. Provide regular reports to management, highlighting areas of success and identifying opportunities for improvement.
- Maintain accurate records of customer interactions in the CRM system, ensuring all follow-ups and resolutions are documented.
- Serve as an advocate for the customer within the dealership, ensuring their voice is heard and their needs are met.
- All other duties as assigned.
Qualifications:
- Prior experience at an automobile dealership
- Have a self motivated, goal oriented and enthusiastic presence in a team environment
- Experience with customer satisfaction index programs
- High level of skills in the areas of customer satisfaction and conflict resolution
- Strong verbal and communication skill
- Valid driver’s license required and clean driving record
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