Client Care Coordinator

7 days ago


West Simsbury, Connecticut, United States Hoffman Auto Group Full time
Job Title: Client Care Coordinator

Overview:

The Client Care Coordinator is a key member of the Hoffman Auto Group team, responsible for providing exceptional customer service and ensuring a seamless experience for our clients. This role involves handling inbound service reservation calls, confirming service reservations, and performing outbound follow-up calls to ensure timely service delivery.

Responsibilities:
  1. Answer inbound calls promptly and professionally, providing accurate information and resolving client inquiries in a timely manner.
  2. Master and follow all training materials, including inbound service call guides and strategic responses, to ensure accurate and efficient service delivery.
  3. Stay up-to-date with service specials, direct mail pieces, and recall notices from manufacturers to provide clients with relevant information.
  4. Use the Blueprint KnowledgeDrive to search for answers to client questions prior to transferring calls to a Service Advisor.
  5. Work flexible hours, including Saturdays, to accommodate client needs.
  6. Be punctual to work and adhere to the set schedule.
  7. Follow the Client Care Center Policies and Procedures manual.
Qualifications:
  1. Master all training materials provided in the ServiceMastery Certification training, including specific call guide strategies and word tracks.
  2. High School Diploma
  3. 1-2 years experience in a customer service-oriented environment preferred
  4. Ability to adapt and embrace change with an internal and external customer-centric mindset
  5. Act as an advocate for teammates and have a strong commitment to technology advancement
  6. Effective communication skills: oral, written, listening
  7. Work well with customers, promote a positive image of the company, and strive to solve issues raised by customers


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