Customer Care Coordinator - Hyundai Peoria

Larry H. Miller Dealerships’ Job Description
Customer Relations Coordinator

Primary Responsibilities:

The Customer Relations Coordinator is expected to:
 Understand and adhere to group leads and referral process to promote sales and customer service satisfaction.
 Seek ways to continuously exceed employee, customer, and market expectations through business operations and efficiencies.
 Be a teacher to support the efforts of other employees to be successful.
Reports to: General Manager
Essential Job Functions:
1. Maximize Production, Customer Service, and Profitability.
• Adhere to Larry H. Miller Dealerships’ incoming and outgoing telephone activity process to achieve or exceed group standards to obtain referrals, schedule appointments and confirm appointments which result in profitability and customer service satisfaction.
• Maintain thorough knowledge of current automotive products, features, benefits, specifications, prices, options, models, and equipment to effectively communicate with customers and exceed customer satisfaction benchmarks.
• Effectively obtain new customers to raise customer service index (CSI) to achieve or exceed dealership standards.
• Create and maintain good public relations consistent with effective use of time.
• Complete and maintain all Larry H. Miller Dealerships and factory, (if applicable) required training.
• Maintain ability to handle job stress and effective interaction with others in the workplace.
• Complete all other job duties as requested by management.
2. Operate with Integrity.
• Demand the highest ethical standards from self and others.
o Maintain composure within the workplace as well as outside the workplace when interacting or representing the Larry H. Miller Dealerships.
• Set an example of a positive attitude and professionalism, including a neat, orderly, and safe work environment.
• Assist in resolving customer complaints in a timely and professional manner while working closely with management.
Physical Demands:
• Work performed in a dealership setting due to the necessity to work in person with employees, customers, and vendors.
• Must be able to sit, stand, bend, reach, talk, hear, use hands and fingers, and move about facilities.
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• Required vision includes close vision, distance vision, peripheral vision, and the ability to adjust focus.
• While performing the duties of the job, the employee is exposed to weather conditions precedent at that time.
• Required to lift up to a minimum of 10lbs.
• Required to operate equipment and move vehicles in a safe manner at all times.
• Regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager is required.
• Regularly required to work various hours and frequently 40+ hours per week.
Minimum Qualifications:
1. Education, Experience, and Certification(s)/Training.
• High school diploma or the equivalent.
• 2+ years of sales experience.
• 1+ years of phone customer service or phone sales experience.
• Maintain valid driver’s license and MVR record within company policy requirements.
• Applicable state license(s) to sell automotive products. (if applicable)
2. Skills.
• Communication- Basic ability to read and write, ability to effectively convey information to others, apply active listening by taking the time to understand the points being made by employees and customers, being aware of others’ reactions, and understanding why they react as they do.
• Critical thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Information Ordering- The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Resolving conflicts and negotiating with others- The ability to handle complaints, settle disputes, resolve grievances and conflicts, or otherwise negotiating with others.
3. Knowledge.
• Interacting with Computers- Using computers and computer systems. Knowledge of Microsoft Office products is required.
• Knowledge of Larry H. Miller Dealerships’ ’s current company management systems is desirable.
• Clerical- Administrative and clerical procedures and systems such as word processing, file and record management, and other office procedures and terminology.
• English Language- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Customer and Personal Service- Knowledge of principles and processes for providing customer and personal services.
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• Sales and Marketing- Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.