Customer Satisfaction Index (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 located at 10333 Katy Freeway in Houston.

We are committed to making car shopping easy for our customers with exceptional customer service and a great service team.

Now Hiring

CSI Coordinator

The CSI Coordinator position responds to customer inquiries and resolves customer concerns promptly. The CSI Coordinator is responsible for engaging customers throughout the sales and service experience to develop and maintain customer loyalty.

Skills / Qualities Preferred Include:

• GREAT CUSTOMER SKILLS
• DEPENDABLE
• CAN SMILE ON THE PHONE

Essential Duties and Responsibilities

• Responsible for monitoring the customer experience.
• Facilitate the CSI process and communicate results to management and employees.
• Initiate and respond to all customer communications in a positive and resourceful manner; log all customer comments into Dealership Management System.
• Schedule follow-up contact if no appointment is made in Dealership Management System.
• Confirm scheduled appointments with future customers.
• Handle all customer grievances to the satisfaction of each client as well as the Dealership.
• Engage the appropriate resources for customer concerns including department managers and/or the General Manager.
• Assist with the planning of all customer appreciation events.
• Post scheduled appointments with designated managers; reschedule 'no-shows'.
• Follow-up with sales or service department to determine if the appointment was kept and any needed follow-up.
• Maintain and update customer changes in database.
• Contact current customer base on current marketing incentives.
• Respond to customer website request (internet inquiries).
• Contact internet clients via e-mail and phone to schedule a sales or service appointment.
• Interact with customers waiting for their vehicles in the customer lounge.
• Forward any customer concerns to the correct department Manager and follow-up.
• Maintains 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.
• Effectively perform duties and responsibilities in a safe manner.
• Other duties as assigned.

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

Here’s what we offer:

• Medical, dental, and vision insurance plans
• 401(k) Retirement Plans with Company Match
• Opportunities for advancement
• Great culture
• 5 day work week

We are an equal opportunity employer and prohibit discrimination / harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.