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Client Support Specialist

2 months ago

Franklin, Tennessee, United States Hendrick Automotive Group Full time

Company Overview: Hendrick Automotive Group is committed to delivering exceptional customer experiences and maintaining a strong reputation in the automotive industry.

Position Summary: The primary focus of this role is to engage in lead generation activities that support the sales and service objectives of the organization.

Key Responsibilities:

  • Handle all incoming calls following a structured script, ensuring appointments for sales or service are scheduled effectively.
  • Document customer feedback and interactions in the Dealership Management System.
  • Arrange follow-up communications for customers who do not schedule an appointment.
  • Confirm appointments with prospective clients.
  • Maintain an updated appointment board within the Business Development Center.
  • Re-schedule appointments for customers who did not show up.
  • Coordinate with the sales or service teams to track appointment outcomes and schedule further contact as necessary.
  • Update customer information in the database regularly.
  • Reach out to existing customers regarding current promotions and marketing initiatives.
  • Respond to inquiries received through the company website.
  • Engage with internet clients via email and phone to arrange appointments.
  • Notify relevant departments about scheduled appointments.
  • Escalate customer concerns to the appropriate department manager and ensure follow-up.
  • Maintain customer satisfaction index (CSI) at or above company standards.
  • Keep a tidy and organized workspace.
  • Participate in required training sessions.
  • Adhere to company policies and safety regulations.
  • Perform other duties as assigned.

Qualifications:

To excel in this position, candidates should demonstrate the ability to fulfill essential duties effectively. Reasonable accommodations may be provided for individuals with medical conditions.

Education Requirements:

  • High School Diploma or equivalent is required.
  • Further education in relevant fields is advantageous.

Experience:

Prior experience in customer service or business development is preferred, with a strong focus on delivering excellent customer satisfaction.

Skills:

  • Proficient in Microsoft Office and familiar with Dealership Management Systems.
  • Strong communication skills, both verbal and written, with the ability to interact professionally with customers and team members.
  • Ability to manage time effectively and maintain regular attendance.

Core Values:

Successful candidates will embody the following core values:

  • Servant Leadership: Prioritizing the needs of others.
  • Teamwork: Fostering trust and respect among colleagues.
  • Integrity: Upholding honesty and transparency in all actions.
  • Customer Commitment: Striving to exceed customer expectations daily.
  • Passion for Excellence: Aiming to be the best in the industry.
  • Accountability: Taking ownership of actions and decisions.
  • Continuous Improvement: Seeking opportunities for personal and team growth.

This job description is subject to change and does not encompass all duties that may be assigned.