Customer Experience & CSI Coordinator

Hirebridge; Houston (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) Retirement Plans with Company

Opportunities for advancement

Great culture

5 day work week

Job summary

Mac Haik Houston Ford is seeking a CSI Coordinator to engage customers throughout the sales and service experience and develop and maintain customer loyalty.

The role monitors the customer experience, facilitates the CSI process, logs feedback in the Dealership Management System, and coordinates follow-up, appointment scheduling, and issue resolution with managers.

Strong communication, dependability, and phone etiquette are essential, along with a high school diploma and a valid driver’s license.

Qualifications

• High school diploma or equivalent required.
• Prior customer service experience
• Valid Driver's License and acceptable driving record
• Successful completion of pre-employment screening
• Authorization to work in the USA

Responsibilities

• Monitor the customer experience.
• Facilitate the CSI process and report results to management.
• Log customer comments in the Dealership Management System.
• Schedule follow-up contact for no-appointment cases.
• Confirm scheduled appointments with customers.
• Address customer grievances to satisfy clients and the dealership.
• Engage resources from managers and/or the General Manager.
• Assist with planning customer appreciation events.
• Post appointments and reschedule no-shows.
• Follow up with sales/service to verify appointments were kept.
• Maintain and update customer changes in database.
• Contact current customers about marketing incentives.
• Respond to website requests.
• Contact internet clients to schedule a sales or service appointment.
• Interact with customers waiting in the lounge.
• Forward concerns to correct department Manager and follow-up.
• Maintain CSI at or above Company standard.
• Adhere to consistent and reliable work schedule.
• Demonstrate ethical business practices and integrity in all interactions to uphold the Mac Haik Automotive group brand.
• Other duties as assigned.

Skills

GREAT CUSTOMER SKILLS

DEPENDABLE

CAN SMILE ON THE PHONE

Education

High school diploma or equivalent

Job description

Mac Haik Houston Ford is seeking a CSI Coordinator to engage customers throughout the sales and service experience and develop and maintain customer loyalty.

The role monitors the customer experience, facilitates the CSI process, logs feedback in the Dealership Management System, and coordinates follow-up, appointment scheduling, and issue resolution with managers.

Strong communication, dependability, and phone etiquette are essential, along with a high school diploma and a valid driver’s license.