Customer Relations Ambassador Jobs

Jerry Seiner is seeking a Customer Relations Ambassador as the dealership's goodwill ambassador. S/he fulfills the dealership's customer relations policies to build and retain a loyal customer base and achieve the dealership's Kia Customer Service goals. Working with department managers, the Customer Relations Ambassador develops and administers the dealership's customer relations program to ensure CSI Scores are above the Region average and the Google Rating remains above 4.7 Stars. S/he recommends any revisions in the customer relations policy to the General Manager.

The Social Media Ambassador will post relevant information on our social media sites and assist with Grassroots marketing efforts.

Duties And Responsibilities

Sales and Delivery:

• Assist in resolving all customer complaints, and work with the GSM and GM as needed.
• Ensure that the CSI processes are followed and recommend changes as identified.
• Ensure CSI scores are above the region averages for both sales and service.
• Coordinate the Dealerships We-Owe Process.
• Ensure that post-sale customer contacts and surveys are conducted and that updated files are kept on all customers.
• Online Reviews: Manage the Podium process to ensure we respond to all reviews.
• Conduct post-purchase and post-service surveys. Report survey results to operational employees and management.
• Understand the expectation for KSAB and KSEB programs and ensure the dealership qualifies for a max payout.
• Assist in the delivery of vehicles. Each customer should know warranty details, maintenance schedule, major engine components, interior features, spare tire location, and the Service, Collision, and Parts department's hours and locations.

Service

• Define, write, and keep the current service CSI Process.
• Complete warranty post-customer contacts are made 1 - 3 days after the service visit and coordinate service appointments for customers with mechanical vehicle problems.
• Ensure that all service complaints are resolved. Coordinate factory assistance when necessary.
• Be available during the early-morning service rush; or whenever needed to assist service customers, including answering phone pool calls and scheduling appointments.
• Ensure SEI scores are above the thresholds to achieve the KSAB bonus.
• Create a "Happy Call" report and give it to Service Manager weekly.

Support

• Order name badges for new employees.
• Order business cards for all employees as needed.
• Distribute timesheets to sales and corporate staff and correct sales staff timecards as indicated.

Reporting And Other Duties

• Prepare weekly and monthly reports on the status of current customer satisfaction in the dealership. Review with the Dealer, General Manager, and department managers. Include:
• Social Media Coordinator: Post 3-5 times weekly on our social media pages. Engage the public, and respond to questions or reviews.
• Current dealer, market, and region standings.
• Results of internal surveys
• Monitor and adjust time clocks for the sales department. Ensure they are accurate and turned in to the HR Department by the payroll timelines set by the HR Coordinator.
• Individual employee PDS and SSS scores

CRM

• Every Opportunity has a marketing channel assigned.
• Duplicate opportunities are merged.
• Disposition of all phone calls that come into Dealersocket and ensure that the following:
• All phone calls have the proper salesperson attached and have a scheduled follow-up task
• Customer names are filled out in the CRM Tool.

Requirements

• Two years of Customer Service Experience
• Knowledge of Microsoft Excel
• Professional communication via email, in-person, and text

Experience "The Seiner Difference!"

At Seiner, we have been a family-owned business since 1980 and truly believe in helping our employees find the career opportunity that is right for them. We encourage the individual growth and development of our employees through our many employee-focused benefits. Explore the opportunities that come with being part of the Seiner Team.

Benefits May Include

• Closed Sunday
• Employer Health Saving Account contribution each month
• Paid Time Off (PTO) accumulates from Day 1
• Paid training - onsite trainer available
• Bonus program available
• Supplemental insurance plans to cover you if you're injured
• Health, Dental & Vision Insurance
• Monthly book reimbursement to help you learn and grow
• Discounts on parts and accessories
• 401k Retirement plan
• Great discounts on vehicle purchases
• Discounts on service and body labor
• Referral bonuses for vehicle purchases
• Grow with us! Educational reimbursement

Job Posted by ApplicantPro