Customer Service Ambassador

1 week ago

Round Rock, Texas, United States Penske Automotive Group Full time
Job Overview

The Customer Service Representative plays a pivotal role in maintaining the dealership's Customer Service Index by ensuring customer satisfaction. This position collaborates with various departments to boost overall customer satisfaction and drive sales.

Key Responsibilities
  • Customer Satisfaction: Dedication to ensuring customer satisfaction through effective communication and problem-solving skills.
  • Complaint Resolution: Handling customer complaints with empathy and a positive attitude to demonstrate commitment to excellent service.
  • Customer Inquiry Routing: Assisting with customer inquiries and routing them to the appropriate contact to provide timely and accurate information.
  • Public Relations: Serving as a connection between the dealership and customers, attending public relations events to foster strong relationships and promote the dealership's brand.
  • Peak Time Support: Aiding service customers during peak times to ensure seamless service delivery and maintain high customer satisfaction levels.
  • Transaction Processing: Conducting transactions in person and over the phone courteously and promptly to provide excellent customer service.
  • Vehicle Delivery: Supervising vehicle deliveries, ensuring customers are briefed on warranty details and safety features to provide a positive ownership experience.
  • Department Introduction: Introducing customers to service and parts departments to facilitate a smooth and efficient service experience.
  • Follow-up and Feedback: Following up with sales and warranty customers to ensure satisfaction and providing feedback to sales staff to assist in their development.
  • Customer Satisfaction Programs: Implementing customer satisfaction programs and surveys to measure and improve customer satisfaction levels.
  • Reporting and Analysis: Reporting survey results to management and staff to inform business decisions and drive improvement.
  • Industry Knowledge: Staying informed about automobile industry terminology and technological advancements to provide expert advice and support to customers.
  • Professionalism and Confidentiality: Maintaining professionalism and confidentiality in all interactions with customers and colleagues.
  • Training and Development: Attending relevant training and meetings to stay up-to-date with industry developments and best practices.
Requirements
  • Effective Communication: Effective communication skills, both verbal and written, to engage with customers and provide excellent service.
  • Problem-Solving: Analytical abilities to identify and solve problems in a timely and effective manner.
  • Data Analysis: Data processing skills for management analysis and reporting.
  • Mathematical Skills: Mathematical skills for calculations and data interpretation.
  • Work Rules and Procedures: Understanding and application of work rules and procedures to ensure compliance and efficiency.
  • Interpersonal Skills: Interpersonal skills to boost morale and teamwork, and provide excellent customer service.

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