Service Customer Care Coordinator

About Asbury

Larry H Miller Automotive Group is part of Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as one of the best places to work by both Newsweek and US News & World report.

Service Customer Care Coordinator

Primary Responsibilities:

Serves as a liaison between the dealership and its customers to ensure high ranking on manufacturer surveys. Works with department managers to develop and administer customer relations program designed to build and retain a loyal customer base for both sales and service.

Reports to: Service Manager

Essential Job Functions:

1. Ensure Maximum Productivity, Customer Service, and Cost Control. Strives to contribute to the store's efforts to deliver an exceptional guest experience to our guests by making it a top priority to help other team members who are serving out guests (e.g., by being highly responsive to those team members' requests for information or assistance that will help them serve our guests). Never think "that's not in my job description". Wowing our guests is the job of EVERY team member, even those who don't interact directly with guests.

1. Operate with Integrity.

2. When interacting with guests, seeks to deliver exceptional guest experiences by going above-and-beyond. When not interacting with guests, gives priority to helping other team members deliver exceptional guest experiences (e.g., by being highly responsive to their requests for information or assistance that will help them serve our guests).

3. Treats all co-workers, customers, and vendors professionally and with respect.

4. Attendance and Punctuality.

5. Serves as a role model/servant leader and ensures that the core values of the company are encompassed in behavior at all times.

6. Recognizes and praises team members for exceptional performance and providing great guest expectations.

7. When making a request or communicating a decision, explains the "why" behind it.

8. Rarely shows strong negative emotions such as impatience, frustration, or anger.

9. No task is beneath him/her; willing to perform routine tasks when needed.

10. Is humble – whenever possible, gives credit to others instead of him/her self.

11. When others make honest mistakes, doesn't hold it against them and views it as a learning experience.

12. Actively invites team members' ideas, questions and concerns.

13. Encourages team members to ask for help or support and genuinely welcomes the opportunity to assist.

14. Attentive when others are speaking (e.g., good eye contact and no looking at his/her mobile device.

15. Demonstrates professionalism (e.g., shows proper phone etiquette and avoids profanity and sarcasm).

16. Avoids interrupting people; lets team members finish their thoughts.

17. Encourages team members from different departments to collaborate in ways that enhance the guest experience.

Physical Demands:

• Work performed in a dealership setting due to the necessity to work in person with employees, customers, and vendors.
• Must be able to sit, stand, bend, reach, talk, hear, stoop, kneel, crouch, use hands and fingers and move about facilities.
• Required vision includes close vision, distance, peripheral, and the ability to adjust focus.
• While performing the duties of this job, the employee is exposed to weather conditions precedent at that time.
• May be exposed to shop environments such as noise, dust, odors and fumes, chemicals, and adhesives.
• Required to lift up to a minimum of 5lbs.
• Maintain regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager.

Minimum Qualifications:

1. Education, Experience, and Certification(s)/Training.

• High school diploma or the equivalent.

• Maintain valid driver's license and MVR within company policy requirements.

• Skills.

• Active Learning- Understanding the implications of new information for current and future problem-solving and decision-making.

• Learning Strategies- Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Communication- Basic ability to read and write, effectively convey information to others, apply active listening by taking the time to understand the points being made by employees and customers, be aware of others' reactions, and understand why they react as they do.
• Social Perceptiveness- Being aware of others' reactions and understanding why they react as they do.
• Critical thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

• Information Ordering- The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

• Knowledge.

• Knowledge of Larry H. Miller Dealerships' current company management systems is desirable.

• Interacting with Computers- Using computers and computer systems. Knowledge of Microsoft Office products is required.
• Clerical- Administrative and clerical procedures and systems such as word processing, file and record management, and other office procedures and terminology.
• English Language- Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar. Ability to understand written sentences and paragraphs in work-related documents.
• Customer and Personal Service- Knowledge of principles and processes for providing customer and personal services.

General Standards:

To perform the job successfully, an individual should demonstrate the following competencies:

Active Listening- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Adaptability- Ability to adapt to changes in the work environment, manages competing demands, and is able to deal with frequent change, delays, or unexpected events.

Selective Attention- Concentrate on a task over a period of time without being distracted.

Making Decisions and Solving Problems- Analyzing information and evaluating results to choose the best solution and solve problems.

Interpersonal Skills- Maintains confidentiality, remains open to others' ideas, and exhibits willingness to try new things.

Leadership- Ability to lead, take charge, and offer opinions and direction while setting an example of ethical practices for all employees.

Compliance- Understanding of and adherence to all Company standards, state and federal laws and regulations, and product pricing guidelines of all lenders, agencies, or business partners.

Customer Service- Providing excellent customer service through the defined Larry H. Miller processes, which promote efficiencies, fairness, and cost-effectiveness.

Ethics/Integrity- Representing the Larry H. Miller Dealerships by conducting yourself professionally and courteously demonstrates integrity and avoids actual or perceived conflicts of interest while complying with company standards and business ethics.

Oral Communication- Clearly identifying and professionally expressing issues in positive or negative situations.

Planning/Organizing- Prioritizing and planning work activities and using time effectively.

Quality- Demonstrating accuracy and thoroughness and monitoring your work to ensure quality.

Dependability- Consistent, punctual attendance at work; following instructions; responding to management direction, and soliciting feedback to improve performance.

Time Management- The ability to integrate time management methods to provide a consistent and effective workflow that is cohesive for the department and team.

Safety and Security- Observing safety and security procedures and using equipment and materials properly.

Company management reserves the right to add to, change or retract portions of this job description. Employee is required to adhere to the qualifications, duties, and conditions of any revised job description.

Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of their race, color, religion, sex, national origin, age, disability, pregnancy, sexual orientation, gender identity, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace.