Customer Experience Representative

1 week ago


Lancaster, Pennsylvania, United States Chapman Auto Group Full time
Job Summary

The Customer Experience Representative will provide exceptional service and support to customers throughout their lifecycle within the dealership. This role requires a high level of energy, enthusiasm, and a passion for delivering outstanding customer experiences.

Key Responsibilities
  • Respond to customer inquiries regarding new and pre-owned vehicle inventory on a daily basis.
  • Answer customer responses and reply to customer emails in a timely manner.
  • Promptly respond to incoming sales calls and customer inquiries as they are received.
  • Send vehicle information to customers via text or email using our vin solutions app.
  • Determine vehicle needs by asking questions and listening to customer needs.
  • Recommend alternate vehicle choices when necessary.
  • Stay up-to-date on new products, features, and accessories, and recommend them to customers.
  • Maintain a follow-up system to encourage repeat and referral business.
  • Set appointments with prospects to visit the showroom or meet at a location of their choice.
  • Meet with prospects during appointment times, review vehicle choices and features, and work towards finalizing the purchase and paperwork.
  • Establish and maintain personal income goals consistent with dealership standards of productivity.
  • Deliver vehicles to customers off-site when necessary.
  • Set first service appointments for every sold customer.
  • Complete OS plus/Connectivity/Sync for every new sold customer.

Requirements
  • Ability to read and comprehend instructions and information, both written and oral.
  • High School diploma or equivalent.
  • Valid in-state driver's license.
  • Excellent communication skills.
  • Ability to sell a minimum quota according to dealership standards and achieve other goals set by management.
  • Ability to obtain a Pennsylvania sales license, which is required for this position.


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