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Client Relations Specialist
2 months ago
Summary/Objective
The Client Relations Specialist is integral to enhancing the dealership's Customer Service Index by prioritizing customer satisfaction. This role collaborates with multiple departments to elevate overall customer experiences and promote sales growth.
Essential Functions
- Commitment to ensuring customer satisfaction
- Addressing customer complaints with empathy and a positive demeanor to showcase dedication to outstanding service
- Assisting with customer inquiries and directing them to the appropriate personnel
- Acting as a liaison between the dealership and clients, participating in public relations activities
- Supporting service customers during peak periods
- Conducting transactions in person and via phone courteously and efficiently
- Overseeing vehicle deliveries, ensuring customers are informed about warranty details and safety features
- Introducing clients to service and parts departments
- Following up with sales and warranty customers to confirm satisfaction
- Implementing customer satisfaction initiatives and surveys
- Reporting survey outcomes to management and staff
- Aiming for high rankings on manufacturer surveys
- Providing constructive feedback to sales personnel and aiding in their development
- Staying updated on automotive industry terminology and technological advancements
- Adhering to attendance, punctuality, and ethical standards
- Maintaining professionalism and confidentiality
- Participating in relevant training and meetings
- Performing other assigned responsibilities
This job description may not encompass all responsibilities; duties and activities can change without notice.
EEO Statement
Penske Automotive Group Inc is dedicated to promoting diversity within its workforce, prioritizing qualifications over characteristics protected by law. We value equality in employment decisions regardless of race, religion, gender, disability, or age.
Requirements
Competencies
- Strong communication skills, both verbal and written, to engage effectively with customers
- Analytical skills to identify and resolve issues
- Data processing abilities for management analysis
- Mathematical skills for calculations and data interpretation
- Understanding and application of workplace rules and procedures
- Interpersonal skills to enhance morale and teamwork
This role requires light physical effort such as lifting and walking, sitting, and occasional climbing. Some outdoor customer interactions may involve exposure to varying temperatures.
Position Type/Expected Hours of Work
Flexibility to work evenings, weekends, and holidays as necessary.
Required Education and Experience
High school diploma or equivalent.
Preferred Education and Experience
Associate's degree or equivalent, or relevant work experience from technical training.
