Customer Relations Coordinator - AutoNation Honda Dulles

Auto Dealership VII, LLC; Sterling (VA); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

401k matching

Health insurance

Dental insurance

Vision insurance

Maternity benefits

Employee vehicle and service discounts

YouDecide discounts

Job summary

AutoNation is seeking a Customer Relations Associate to uphold customer relation policies and build a loyal customer base. The role emphasizes post-visit follow-ups, complaint resolution, and cross-department collaboration to improve delivery processes and customer surveys.

The position requires a high school diploma, excellent communication skills, and prior customer service experience. It offers competitive benefits and opportunities for growth within a large national automotive retailer.

Qualifications

• High school diploma or equivalent required.
• Two years of customer service experience preferred.
• Excellent verbal and written communication skills required.
• Must have strong phone and organizational abilities.

Responsibilities

• Maintain high customer retention and satisfaction; monitor customer complaints.
• Follow up with customers after visits and after delivery.
• Distribute complaints to appropriate managers and ensure resolution.
• Prepare delivery call reports for Customer Relations Manager.
• Provide feedback to improve the vehicle delivery process and surveys.
• Assist Parts Department with parts tracking and follow-up on special orders.

Skills

Verbal communication

Written communication

Phone skills

Organizational skills

Education

High school diploma or equivalent

Tools

Data entry

Job description

The Customer Relations Associate is responsible for fulfilling the dealership's customer relation policies in an effort to build and retain a loyal customer base.What are the day-to-day responsibilities?Responsible for maintaining high customer retention, customer satisfaction and monitoring customer complaintsContact service customers after their visit to monitor quality control and satisfaction Contact customer on the day following delivery of vehicleMake sure proper managers have received copies of any written complaintsKeep records of all customer complaints and solutionsAssist in resolving customer complaints, which can not be handled by Sales Consultants, Service Advisors, ManagersAfter putting a dissatisfied customer in contact with the appropriate personnel, follow up with all parties involved to determine what actions were taken. Continue follow up until complaint is completely resolvedPrepare delivery call reports for Customer Relations ManagerPrint and distribute customer related reportsProvide feedback for improving the new vehicle delivery process through follow up calls with the customer per their responsesResponsible for making sure surveys are taken care of in a timely mannerHelp the Parts Department with tracking, notifying customers when parts are in and help to develop a follow up system of special order parts that are not being attended toDemonstrates behaviors consistent with the Company's Vision, Mission, and Values in all interactions with Customers, Associates and SuppliersWhat are the requirements for this job?High school diploma or equivalentMust meet Company's requirements for employmentProlonged periods of personal computer usage and data entryAdheres to all company policies, procedures and safety standardsPossess excellent verbal and written communication skillsMust have excellent phone skills and organizational skillsTwo years customer service experience (preferred)Professional appearanceOur Associates have many opportunities for career growth and development Coast-to-CoastExciting Benefits and Perks Await You:Competitive compensation and 401k matchingEnjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGearAccess amazing deals and discounts through YouDecide, a website with offers from top providers and retailersJoin our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwideAutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.