Customer Experience Coordinator/ Service Assistant - ESSENTIAL DUTIES Essential Duties include the following. Other duties may be assigned. Serves as JLR Carlsbad's liaison to customers following the sale and/or service of the customer vehicle and reaches out to ensure client satisfaction. Refers to customer voice in SSO to review daily surveys sent to customers. Monitors department metrics for NPS, Service 6, and Sales 6. Pursues daily, weekly, and monthly customer survey volume return and objective score levels. Is first line of contact to discuss customer dissatisfaction issues and attempt to resolve amicably. Provide all customer feedback, positive and negative, to stake holders once clients have been contacted. Works with CRC for aftersales and service cases. Provides required documentation to all involved parties. Submits goodwill claims via CRM@RETAIL and warranty portal. Assists Service Advisors, and Managers with daily tasks as directed. Advises sales department managers about necessary service for routine maintenance. Helps identify a mechanical problem by questioning the sales department members or doing a visual inspection or road test. Confers with sales department managers about inspection results, recommend corrective procedures, and prepare work order for needed repairs. Prepares a repair order showing time, cost and labor estimates for service. Writes a brief description of the sales department manager's concern on the repair order to help the technician locate the problem. Explains the work performed and the repair order charges to the sales department managers. Handles sales department managers reconditioning related complaints. Test drives the vehicle with sales department managers or appointed staff as needed to confirm the problem or refer to test technician. Refers to service history, inspects vehicle, and recommends additional needed service. Manages due bill items for Sales Department. Answers service calls, discusses work in process, and sets service appointments. Provides encore deliveries. Sets up valet deliveries. Maintains proper organization and flow of repair orders, parts invoices, rental forms, and all other paperwork; Informs appropriate personnel of missing documents. When service advisors are occupied, receives cash, checks and credit card payments from customers; Records amount received. Makes change and issues receipts to customers. Works with department manager to keep abreast of important service information and processes. Maintains stores corporate MLPX standards for cut flowers, décor, and hospitality lounge. Maintains a professional appearance. Keeps work area neat and clean.
QUALIFICATIONS
Strong in person social conduct, phone etiquette, and communication skills Proficiency in data entry and CRM systems Previous experience in sales or customer service Ability to communicate effectively in English; multilingual abilities are a plus Experience with automotive brands a plus Experience in hospitality a plus Ability to analyze data and make informed decisions based on customer interactions
TECHNOLOGICAL APTITUDE
General computer, email, and word processing skills Ability to become quickly proficient in using various software and web-based systems, especially the Dealership's Management System Ability to become quickly proficient using the dealership's telephone system
LANGUAGE & COMMUNICATION SKILLS
Ability to communicate courteously, professionally, and effectively over the telephone and in person. Ability to write simple but professional correspondence. Ability to respond to common inquiries or complaints from customers. Ability to retain and communicate general service department information. Ability to read, analyze, and interpret documents such as customer and internal email/electronic correspondence, repair orders, company memos, sales paperwork, safety rules, and training material.
MATHEMATICAL SKILLS
Ability to count, add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid Driver's License Must be insurable by Company Standards
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to work near moving mechanical parts; fumes or airborne particles and outdoor weather conditions. The noise level in the work environment is usually moderate. Why Hoehn Motors? The Hoehn family has been in the automobile business since the 1920s. In 1938, T.W. Hoehn was awarded a Chevrolet franchise in Memphis, Tennessee. He passed that dealership to his son, T.W. Hoehn, Jr., when he retired in 1950. T.W. Hoehn, Jr., expanded their Hoehn Chevrolet footprint across the country, adding franchises in St. Louis, Kansas City and Beverly Hills. In 1970 he sold the dealerships and retired to La Jolla. In 1975, he saw an opportunity to buy Brooking Oldsmobile-Honda-Mercedes in Car Country Carlsbad, one of the first "auto-malls" in the country. His timing was serendipitous, as 1975 saw the end of a recession and the rapid economic and population growth of North County, as well as the surge in popularity of Honda and Mercedes-Benz in the U. S. marketplace. Mr. Hoehn was quickly joined by his sons, Bill and Bob, who continue to oversee the day-to-day operations of the business alongside their children- Ted, Adrienne, Jo Hannah and Susanah. Today, the Hoehn Family of Dealerships proudly represents 8 brands in Carlsbad (Acura, Audi, Honda, Jaguar, Land Rover, Porsche, Mercedes-Benz and Sprinter) and a second Audi dealership in Temecula. The family owned and operated dealerships are proud to offer a world-class inventory, staff and customer service. Visit any of our dealerships today and see for yourself how we've continued to set the standard in dealerships for almost 100 years and four generations!
Pay:
$20.00 per hour
Benefits:
401(k) Health insurance Life insurance Vision insurance
