Works with department managers to develop and administer a customer relations program designed to build and retain a loyal customer base. Acts as the dealership's goodwill ambassador.
- Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
- Ensures that recent vehicles are properly prepped for delivery.
- Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule and proper use of the vehicle's features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments.
- Coordinates customer follow-up programs.
- Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers.
- Prepares monthly reports on the status of customer satisfaction in the dealership,
including results of all factory-generated surveys.
- Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors.
- Maintains a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved and detailed description of resolution.
- Should be able to assist the Customer to smoothen the purchase process and also ensure it to be a delightful experience.
- Should be able to drive team of CRE's and asses the requirements of relevant teams.
Preferred candidate profile Should be having a pleasing personality with relevant experience of same field. Should be a graduate and/or a trained/certified Professional in the said field.