CRM Manager-koons Baltimore Ford

4 weeks ago

Baltimore, United States Asbury Full time

About Asbury
Koons Automotive Group is part of Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as one of the best places to work by both Newsweek and US News & World report.

The Customer Relations Manager will serve as a liaison between the dealership and its customers to ensure high ranking on manufacturer surveys. Work with department managers to develop and administer customer relations program designed to build and retain a loyal customer base for both sales and service.
- Maintain a case history file of all customer complaints and problems, documented with customer’s name, type of vehicle, date of contact, nature of problem, personnel involved, and detailed description of resolution
- Work with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers
- Follow up with all sales and warranty customers within 48 hours to ensure customer satisfaction
- Assist in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted
- Conduct training for sales and service personnel on proper client handling, telephone etiquette, deliveries, and follow-up
- Assist in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule, and proper use of the vehicle’s features, particularly those related to safety
- Maintain a professional appearance
- Must have excellent communication and customer service skills
- Strong organizational skills and attention to detail
- Adhere to all company policies and procedures, and help monitor processes for compliance
- Must be at least eighteen years of age
- Associates or Bachelors Degree is a plus
- Prior customer service inbound and outbound call experience preferred
- Must be able to pass pre-employment screens (background and drug test)

**Company Benefits**:Pay and Recognition**:

- Semi monthly pay
- Paid holidays & paid time off
- Deferred Holiday Pay Match
- Paid training

**Insurance / Retirement**:

- Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans
- Paid Parental Leave
- Health savings
- Flex spending accounts (tax free)
- Short-term and Long-term disability plans
- Life Insurance (Whole Life and Term)
- 401k with company match

**Learning, Tuition Assistance and Career Development**:

- Digital career path tool to assist with career development
- Continuous training through Asbury's Internal Learning Management System

Professional growth and development opportunities Additional advantages:

- Employee assistance program
- Employee discounts on parts and service repairs
- Scholarship awards
- Opportunities to join our community service initiatives, which includes paid volunteer hours

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