Customer Relations Coordinator

Kocourek Automotive; Town of Wausau (WI); On-site; USD 47,279,000 - 50,145,000; Full time

Job summary

Kocourek Automotive in Wisconsin is seeking a Customer Experience Coordinator to be the first point of contact for guests across nine locations. You will help schedule service appointments, handle inquiries, and drive traffic to showrooms and service departments with a proactive, upbeat, and organized approach.

This role emphasizes a structured, task-oriented environment, teamwork, and goal orientation, with responsibilities spanning phone, email, text outreach, online chats, and social media

Qualifications

• Structured, task-oriented environment with strong organizational skills.
• Positive, upbeat attitude and a team player mindset.
• Goal-oriented focus on delivering excellent customer service.

Responsibilities

• Ensure and boost service retention and revenue.
• Field all incoming calls for all nine Kocourek locations and direct guests to the appropriate department promptly.
• Aid guests in scheduling routine services.
• Reach out via call, email, or text to guests who haven't visited for service since their purchase.
• Complete all assigned VIN service retention tasks by the end of each day.
• Send appointment reminders (via call, text, or email) to existing service guests.
• Monitor online chats and schedule service appointments based on guest requests.
• Amplify showroom traffic and support guests in connecting with the relevant sales team.
• Oversee online chats across all websites, ensuring timely follow-up with each guest.
• Manage Google My Business and website maintenance for the designated store.
• Monitor and respond to all GMB reviews.
• Address any social media reviews or comments.
• Regularly review the website for any discrepancies or inaccurate information.
• Assist in event planning and contribute ideas for marketing/social media content (including TikTok, Facebook, Instagram, etc.).
• Assist in capturing videos and photos to complement social media posts.
• Perform other administrative duties as assigned, such as filing, scanning, and shredding.

Job description

Customer Experience Coordinator

As the initial point of contact for our guests when they call our stores, your role is crucial in providing a top-notch experience. You'll be in charge of scheduling service appointments to enhance retention in our service departments and addressing any other inquiries our guests may have. This position plays a vital role in driving traffic across all areas of our business. You'll need to excel in a structured, task-oriented environment, maintaining a positive, upbeat attitude while demonstrating exceptional organizational skills. Being goal-oriented and a team player is essential.

Primary Responsibilities

• Ensure and boost service retention and revenue.
• Field all incoming calls for all nine Kocourek locations and direct guests to the appropriate department promptly.
• Aid guests in scheduling routine services.
• Reach out via call, email, or text to guests who haven't visited for service since their purchase.
• Complete all assigned VIN service retention tasks by the end of each day.
• Send appointment reminders (via call, text, or email) to existing service guests.
• Monitor online chats and schedule service appointments based on guest requests.
• Amplify showroom traffic and support guests in connecting with the relevant sales team.
• Oversee online chats across all websites, ensuring timely follow-up with each guest.
• Manage Google My Business and website maintenance for the designated store.
• Monitor and respond to all GMB reviews.
• Address any social media reviews or comments.
• Regularly review the website for any discrepancies or inaccurate information.

Secondary Responsibilities

• Assist in event planning and contribute ideas for marketing/social media content (including TikTok, Facebook, Instagram, etc.).
• Assist in capturing videos and photos to complement social media posts.
• Perform other administrative duties as assigned, such as filing, scanning, and shredding.

HOURS: Monday - Saturday, up to 40 hours per week. Shifts may range from 9:30-6 and 10:30-7, with evening and Saturday shifts on a rotational basis. Saturday hours conclude at 4 pm. Wage for this position ranges from $16.50-$17.50/hour.

ATTIRE: Business Casual

PHYSICAL DEMANDS: None

WORK ENVIRONMENT: Typical non-smoking office environment.

Kocourek Automotive is an equal opportunity employer and does not discriminate in hiring or employment based on race, color, religion, sex, national origin, age, disability, or any other basis prohibited by federal, state, or local law.