The purpose of this position is to ensure customer satisfaction and retention for new, certified and preowned vehicle sales as well as service. The Customer Relations Specialist ensures loyalty and advocacy from our customers both internal and external.
Key Skills for This Role
Microsoft Office
Full Job Posting
Job Summary
The purpose of this position is to ensure customer satisfaction and retention for new, certified and preowned vehicle sales as well as service. The Customer Relations Specialist ensures loyalty and advocacy from our customers both internal and external.
Benefits
Medical- 4 plans (BCBS)
Dental
Vision
Term Life
Company-paid Term Life
STD/LTD
Accident indemnity rider
PTO / Sick days (annually)
401(k) with an employer match
Employee Assistant Program
FMLA / Maternity/Paternity Leave
Bereavement Leave
Essential Functions: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)
Contacts customers via phone and email to ensure satisfaction.
Maintains client feedback records and develops strategies to implement best practices.
Compiles data and submits reports regularly and as needed to management.
Communicates with the General Manager and Customer & Community Relations Director regularly to share data and develop solutions, set goals and correct any ongoing issues.
Maintains database of employee photos and updates staff website photos regularly.
Assists the GM with coaching staff on customer service best practices to enhance the image of the dealership and strengthen manufacturer customer satisfaction scores/ratings.
Monitors, posts and comments on online review sites and social media sites on behalf of the dealership as needed.
Provides monthly content for dealership customer e-newsletters.
Ensures excellent customer experiences are maintained.
Ensures proper managers have received copies/notice of any written complaints.
Keep records of all customer complaints and solutions.
After gathering a complaint, contacts the appropriate personnel and follows up with all parties involved to determine what actions were taken. Continues follow up until complaint is completely resolved.
Serves as a store level compliance liaison by monitoring Red Flag and Safeguard compliance issues, completing a monthly checklist, and reminding staff of best practices. Sends checklist to GM and Compliance Coordinator/Chief Compliance Officer. Reaches out as needed to the corporate compliance team with any concerning issues or questions.
Adheres to all company policies, procedures and safety standards.
Excellent written and oral communication skills.
Proficient in Microsoft Office products.
Performs other duties as assigned.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Vision: Clarity of vision at 20 inches or less
Stand: Remaining on one’s feet in an upright position at a workstation without moving about
Walking: Moving about on foot
Lifting: Raising or lowering an object including files from one level to another (includes upward pulling) 10 – 25 lbs
Carrying: Transporting objects, usually holding in the hands or arms.
Reaching: Extending hand(s) and arm(s) in any direction
Stooping: Bending body downward and forward by bending spine at the waist, requiring full use of the lower extremities and back muscles
Fingering: Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand or arm as in handling
Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly
About Jenkins Auto Group
Automotive1300 employeesFounded 1998
Operates automotive dealerships selling new and used vehicles.
