Customer Experience Coordinator

18 hours ago


Richardson, Texas, United States Snell Motor Company Full time
Job Overview:

We are seeking a Customer Experience Coordinator to join our team at Snell Motor Company. In this role, you will play a critical part in ensuring that our customers receive a seamless experience from initial contact through to vehicle return. This includes acting as a liaison between customers and technicians, maintaining accurate automotive records, and delivering outstanding results.

About the Position:

The ideal candidate will have a strong understanding of automotive systems, excellent communication skills, and the ability to work collaboratively with colleagues. Key responsibilities include ascertaining problems, verifying warranty coverage, developing estimates, and maintaining customer rapport. A focus on delivering personalized experiences will be crucial in this role.

Key Responsibilities:

* Ascertains automotive problems and services by listening to customers' descriptions of symptoms, clarifying descriptions of problems, and conducting inspections.
* Verifies warranty and service contract coverage by examining records and papers, explaining provisions and exclusions.
* Develops estimates by costing materials, supplies, and labor, calculating customers' payments, including deductibles.
* Prepares repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required.
* Maintains customer rapport by explaining estimates and expected returns of vehicles, obtaining customers' approvals of estimates, and answering questions and concerns.
* Maintains automotive records by recording problems and corrective actions planned.
* Updates job knowledge by participating in educational opportunities and reading manufacturers' publications.

Requirements:

* Establishes and maintains good relationships with customers and coworkers.
* Answers customers' technical questions regarding vehicle problems, warranties, services, and repairs.
* Knowledge of automotive systems in general.
* Reviews service orders and inspects vehicles for necessary repairs.
* Knowledge of new models and product improvements based on technical service bulletins, etc.
* Knowledge of warranty guidelines and ability to relate them to warranty service repair orders.
* Communicates well with coworkers and stakeholders throughout the repair process.

Estimated Salary:

$65,000 - $85,000 per annum.

Benefits:

* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Health savings account
* Life insurance
* Paid holidays & paid time off
* Vision insurance

What We Offer:

As a valued member of our team, you will enjoy a range of benefits, including competitive salary, comprehensive health insurance, and opportunities for professional development.

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