What are the responsibilities and job description for the Client Engagement Coordinator - Sunroad Auto Shared Services, Inc. position at Sunroad Automotive?
Client Engagement Coordinator - Sunroad Auto Shared Services Inc.
Job Summary:
The Client Engagement Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls as needed.
Responsibilities:
Job Summary:
The Client Engagement Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls as needed.
Responsibilities:
- Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with the service team.
- Master and follow all training materials including inbound service call guides and Strategic Responses (word tracks) in order to accurately answer all guest’s questions.
- Make outbound calls for due and overdue service clients, Special Order Parts (SOP) notifications and “we owes” scheduling calls.
- Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
- Using the Blueprint KnowledgeDrive™ to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor.
- Being punctual to work and when departing and returning from lunch and breaks, with a full adherence to set schedule.
- Following the “Call Center Representative Policies and Procedures” manual.
- Must complete the ServiceMastery™ certification training with a minimum score of 85%. Service Coordinators must attend 100% of the certification training, which is four consecutive days.
- High school diploma or equivalent required
- Bilingual Spanish preferred, not required
- Experience using software to build and maintain complex forecasting models.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
