Job Title: Customer Relations Specialist – High Volume Dealership
Location: Fremont Ford
About Us:
At Fremont Ford, we pride ourselves on delivering top-notch automotive services and ensuring every customer leaves with a smile. We are a high-volume dealership known for our commitment to excellence and exceptional customer service. As we continue to grow, we are seeking a dedicated Customer Relations Specialist to join our dynamic service department and help us maintain our outstanding customer satisfaction scores.
Position Overview:
The Customer Relations Specialist will be a key player in ensuring our service department delivers an exceptional experience to every customer. This role involves managing customer interactions, addressing concerns, and driving improvements in service quality based on customer feedback. If you have a passion for customer service, a knack for problem-solving, and the ability to thrive in a fast-paced environment, we want to hear from you!
Key Responsibilities:
Customer Interaction: Engage with customers in person, over the phone, and via email to address inquiries, resolve issues, and provide updates on service status.
Feedback Management: Collect, analyze, and act upon customer feedback to enhance service quality and satisfaction.
Service Excellence: Collaborate with the service team to ensure a seamless service experience, from scheduling to follow-up.
Survey Focus: Monitor and drive improvements in customer service survey scores, implementing strategies to exceed targets.
Problem Resolution: Handle customer complaints and concerns with empathy and efficiency, ensuring a positive resolution.
Reporting: Prepare and present regular reports on customer satisfaction metrics, trends, and areas for improvement.
Qualifications:
Experience: Previous experience in a customer service or customer relations role, preferably in the automotive industry or a high-volume setting.
Skills: Exceptional communication and interpersonal skills, with a strong ability to handle sensitive situations with professionalism.
Analytical Abilities: Proficient in analyzing customer feedback and translating it into actionable insights.
Tech Savvy: Familiarity with customer relationship management (CRM) software and service management tools.
Team Player: Ability to work collaboratively with a diverse team and adapt to a fast-paced environment.
What We Offer:
Competitive Salary: Attractive compensation package based on experience.
Benefits: Comprehensive benefits package including health insurance, retirement plans, and paid time off.
Professional Growth: Opportunities for career advancement and ongoing training.
Supportive Environment: A positive and collaborative work culture where your contributions are valued.
How to Apply:
If you are ready to make a difference and help us achieve our goal of exceptional customer service, please send your resume and a cover letter detailing your relevant experience to [email address]. We look forward to hearing from you!
