The Customer Relations Representative ensures that all customer issues and concerns are resolved promptly. He or she greets and engages with customers and fellow team members to ensure customers are treated in a professional and courteous manner, which will ensure 100% customer satisfaction.
The ideal candidate has some post-secondary education or training, previous experience in a similar position (administrative, clerical, call center, customer service, etc.), and a working knowledge of automotive sales/service. He or she must have a pleasant and courteous personality, strong administrative and organizational skills, strong phone and computer skills, and excellent communication and interpersonal skills.
In addition to competitive pay, we offer our employees: Health, Dental, Vision, Life, 401K, Health & Wellness Program, community involvement, and company-paid vacation and holidays.
Responsibilities:
- Ensure all customer issues and concerns are resolved promptly.
- Deal with customers either by telephone, electronically, or face to face.
- Anticipate customer needs, following up with previous customers to offer reorders or additional services
- Make daily follow-up calls to customers who have serviced their vehicles and attempt to resolve any concerns.
- Work closely with team members to ensure things run efficiently.
- Refer advanced cases to management for resolution, providing background information as necessary
- Make daily observations of concerns and report to the Manager daily/weekly.
- Maintain databases, equipment /supply, and inventory reports.
- Provide pricing and delivery information.
- Establish new customer accounts, recording account information digitally
- Perform verifications and set up new accounts.
- Process orders, forms, applications, and requests.
- Organize workflow to meet contracted timeframes.
- Coordinate & Schedule appointments throughout the US, Canada & Puerto Rico.
- Manage customers' accounts and keep a record of interactions and transactions.
- Record details of inquiries, comments, and complaints, and record details of action taken.
- Prepare and distribute activity report.
- Communicate and coordinate with internal departments and follow up with interactions.
- Provide feedback on the efficiency of the customer service.
- Maintain and submit sales/warranty/inventory reports.
- Manage and maintain inputs into a provided CRM management tool
- Performs other duties as assigned
Qualifications:
- 1 + years of previous experience as a customer relations representative.
- Must have problem analysis & problem-solving skills.
- Ability to handle complex multi-tasking, data entry (accuracy a must).
- Proficient in Microsoft software (s), including Excel, Word Outlook.
- Working knowledge of Microsoft Dynamics CRM is a plus (training available if needed).
- Outstanding communication skills in both verbal and written.
- Great attitude with a high-energy personality.
- Ability to work well in a process-driven environment.
- Bilingual a PLUS!
