Customer Relations Coordinator - AutoNation Honda Dulles

AutoNation; Sterling (VA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation and 401k

Health, dental, vision insurance

Maternity benefits

Employee discounts on vehicles and sev

YouDecide discounts

DRVPNK cancer charity donations

Job summary

AutoNation in Sterling, VA seeks a Customer Relations Associate to uphold customer relation policies, build loyalty, and improve satisfaction after service visits.

You will follow up on complaints, monitor quality, coordinate with managers, and provide feedback to enhance the delivery process while maintaining records and reports.

Qualifications

• High school diploma or equivalent.
• Must meet Company's requirements for employment.
• Prolonged periods of personal computer usage and data entry.
• Adheres to all company policies, procedures and safety standards.
• Possess excellent verbal and written communication skills.
• Must have excellent phone skills and organizational skills.
• Two years customer service experience (preferred).
• Professional appearance.

Responsibilities

• Responsible for maintaining high customer retention, customer satisfaction and monitoring customer complaints.
• Contact service customers after their visit to monitor quality control and satisfaction.
• Contact customer on the day following delivery of vehicle.
• Make sure proper managers have received copies of any written complaints.
• Keep records of all customer complaints and solutions.
• Assist in resolving customer complaints, which can not be handled by Sales Consultants, Service Advisors, Managers.
• Follow up with all parties involved to determine what actions were taken until complaint is resolved.
• Prepare delivery call reports for Customer Relations Manager.
• Print and distribute customer related reports.
• Provide feedback for improving the new vehicle delivery process through follow up calls with the customer per their responses.
• Responsible for making sure surveys are taken care of in a timely manner.
• Help the Parts Department with tracking, notifying customers when parts are in and develop a follow up system for special order parts.
• Demonstrates behaviors consistent with the Company's Vision, Mission, and Values in all interactions with Customers, Associates and Suppliers.

Skills

Verbal communication

Written communication

Phone skills

Organizational skills

Customer service experience

Education

High school diploma or equivalent

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 complaints
• Contact service customers after their visit to monitor quality control and satisfaction Contact customer on the day following delivery of vehicle
• Make sure proper managers have received copies of any written complaints
• Keep records of all customer complaints and solutions
• Assist in resolving customer complaints, which can not be handled by Sales Consultants, Service Advisors, Managers
• After 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 resolved
• Prepare delivery call reports for Customer Relations Manager
• Print and distribute customer related reports
• Provide feedback for improving the new vehicle delivery process through follow up calls with the customer per their responses
• Responsible for making sure surveys are taken care of in a timely manner
• Help 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 to
• Demonstrates behaviors consistent with the Company's Vision, Mission, and Values in all interactions with Customers, Associates and Suppliers
  

What are the requirements for this job?

• High school diploma or equivalent
• Must meet Company's requirements for employment
• Prolonged periods of personal computer usage and data entry
• Adheres to all company policies, procedures and safety standards
• Possess excellent verbal and written communication skills
• Must have excellent phone skills and organizational skills
• Two years customer service experience (preferred)
• Professional appearance
  

Our Associates have many opportunities for career growth and development Coast-to-Coast

Exciting Benefits And Perks Await You

• Competitive compensation and 401k matching
• Enjoy 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 AutoGear
• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide
  

AutoNation 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.