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Customer Care Specialist

4 months ago

Stockton, United States Mataga Cadillac Buick GMC Full time

REPORTS TO SALES OPERATIONS MANAGER

Qualifications

Education

High school diploma or the equivalent.

Licenses

Driver's License

Other

Ability to read and comprehend instructions and information.

Professional personal appearance.

Ability to multi task.

Excellent communication, typing, and computer skills.

Ability to meet the company's production and quality standards.

Spanish speaking / Bi-lingual is a plus but not mandatory

Physical Requirements

Surroundings

Spend some time time outdoors in the weather and elements.

Spend majority of the time indoors in air-conditioned areas.

Sitting

on a regular basis

Standing

on a semi regular basis

Walking

on a regular basis

Bending, twisting, and/or stooping

on a semi regular basis

Kneeling and/or Squatting

infrequently

Lifting

25 lbs to 50 lbs

infrequently

Reaching and/or lifting overhead

infrequently

Climbing

stairs

Repetitive hand/finger movement

on a regular basis

Grasping/grabbing with hands

infrequently

Pushing and Pulling

infrequently

Expectations

Duties

As a Customer Care Specialist / Receptionist Representative, you will be directly assisting our guests, be responsible for guest connections with the correct departments and people via the internet, phone, and visits to the dealership. Outstanding customer service skills and forward thinking are required.

* Following and maintaining relationship with guests
* Managing incoming and outgoing calls
* Assisting the Office with filing, accounting and posting
* Determining each guest's needs by active listening
* Learning, understanding, and following call and email scripts
* The setting, confirming, and following up on appointments
* Performing surveys with customers
* Other duties as required
* Assisting the sales department
* Having the capability to contact clients and prospective clients via telephone, email, text, and video utilizing word scripts and templates.
* Positive attitude
* Utilizing multiple computer applications
* Maintaining attention to detail while multi-taking in a fast paced environment
* Responding to inbound calls and making outbound calls to prospective clients (30-40 outbound calls per day)

What you will do:

* Speak to In-Market consumers to evaluate vehicle wants and needs.
* Discuss available vehicles in each segment in a fun and exciting way.
* Ask investigative questions to fully understand consumers' wants and needs.
* Assist consumers in selecting vehicles that will fit their lifestyle.
* Assist consumers with loan applications if necessary.
* Assist consumers with trade-in questions / offers as necessary

Requirements

As an Automotive BDC Representative, you must embody Mataga's stellar community reputation of honesty, integrity, and superior customer service. Enthusiastic individuals who enjoy working in a fast-paced environment where every day brings new challenges. It is also important that you display excellent verbal and written communication and interpersonal skills.

BDC Representatives need:

* To be able to track record in customer service and/or sales; BDC/internet automotive
* Excellent customer service and communication skills
* Ability to establish rapport and build relationships to ensure repeat customers
* Strong multi-tasking and organization skills
* Professional appearance and demeanor
* Passionate about the automotive industry and new vehicles in general.
* Familiarity with the new makes and models available today.
* Computer Savvy with the ability to manage multiple applications at once.
* Excellent communication skills, both verbal and written, and a strong command of the English language.
* Flexibility in scheduling, including weekends and holidays.
* Desire to help others and assist them in reaching their goals.

General Expectations

Devote himself/herself to ensuring satisfaction to customers.

Determine management, production, and quality requirements by asking questions and listening.

Attend company meetings as required.

Maintain a follow-up system that encourages follow through with assigned projects.

Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.

Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.

Understand the terminology of the business and keep abreast of technology changes in products and services.

Know and understand the federal, state, and local requirements which govern the company's business.

Follow lawful directions from supervisors.

Understand and follow work rules and procedures.

Participate in performance management.

Interact well with others and be a positive influence on employee morale.

Uphold the company's non-disclosure and confidentiality policies and agreements.

Work evening, weekend, and holiday work hours as required.

Job-Specific Expectations

Be directly responsible for selling vehicles at dealership gross profit, volume, and customer satisfaction standards, as set at the sole discretion of the dealership.

Coordinate with the sales manager to set and meet new and used sales quotas. Meet the profit margin goals for vehicle sales.

Be polite and friendly and greet customers promptly. Consistently follow the outlined sales process.

Utilize floor time effectively in meeting the customer's needs and soliciting sales.

Determine each customer's vehicle needs by asking questions and listening.

Demonstrate and test drive vehicles.

Verify that customers are qualified for their wants, needs, and ability to buy.

Maintain current knowledge and familiarity with new products, features, accessories, etc., and their benefits to customers. Maintain an owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.

Understand the terminology of the automobile business and keep abreast of technology changes in the product.

Perform pre-delivery inspection and road test before delivery to the customer.

Deliver vehicles to customers after purchase. This process ensures that the customer understands the vehicle's operating features, warranty, and paperwork, and it lays the foundation for customer loyalty.

Utilize the delivery of any new or used vehicle to create an event that will facilitate customer loyalty to the dealership. Understand equity and values, and be able to explain depreciation to the customer.

Conduct telephone transactions courteously and promptly.

Utilize a consistent quotation process for purchases, trade-ins, and vehicle sales.

Move and arrange display vehicles in the showroom and on the lot as directed by management.

Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.

Know and understand the federal, state, and local laws which govern retail auto sales

Attend pertinent training and stay current with sales department concerns and sales techniques.

Attend sales meetings.

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the Dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, workload, rush jobs, technological developments, etc...).