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Customer Care Coordinator in Mesa, AZ at Larry H. Miller Management Company/Automotive Division

Date Posted: 4/12/2019

Job Snapshot

Job Description



Primary Responsibilities:

The Customer Service Representative is expected to:


* Protect the legal, financial and moral well-being of the Larry H. Miller Companies dealerships;
* Understand and adhere to group leads and referral process to promote sales and customer service satisfaction;
* Be a teacher to support the efforts of other employees to be successful.
* Seek ways to improve business operations efficiencies and customer service.

Primary Duties:

1. Maximize appointment setting, customer service and profitability.


* Adhere to Larry H. Miller incoming and outgoing telephone activity process to achieve or exceed group standards to obtain referrals, schedule appointments and confirm appointments which result in profitability and customer service satisfaction.
* Maintain thorough knowledge of current automotive products, features, benefits, specifications, prices, options, models and equipment to effectively communicate and recruit customers and exceed customer satisfaction benchmarks.
* Effectively obtain new customers to raise customer service index (CSI) to achieve or exceed dealership standards.
* Create good public relations consistent with effective use of time.
* Follow up with salespeople to ensure that customers receive all service that was included in the purchase of a vehicle.
* Effectively communicate with and perform all job duties requested by management.
* Perform all job duties as requested by management.

2. Operate with integrity:


* Demand the highest ethical standards from self and others.
* Set an example of positive attitude and professionalism, including a neat, orderly and safe work environment.
* Resolve customer complaints in a timely and professional .

Job Qualifications:


* High school diploma or the equivalent, preferred.
* Desirable: 1+years of sales experience
* Computer literate. Desirable: working knowledge of Larry H. Miller Group's current company management systems
* Good organization skills
* Professional communication skills
* Detail oriented
* Maintain valid driver's license and MVR within company policy requirements.

Physical Requirements:


* Work performed in a dealership setting due to necessity to meet with customers at the dealership.
* Regularly required to sit, stand, bend, reach, talk, hear, and use hands and fingers and move about facilities.
* Required vision include the ability to adjust focus.
* Required to operate equipment and move vehicles in a safe manner at all times.

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position:


* Leadership- the individual demonstrates ethical and followership behaviors which promotes Larry H. Miller standards resulting in a cohesive and effective team.
* Compliance- the individual understands and adheres to all Company standards, state and federal laws and regulations as well as product pricing guidelines of all lenders, agencies or business partners.
* Customer Service- the individual understands his/her role in providing excellent customer service through the defined Larry H. Miller processes which promote efficiencies, fairness and cost effectiveness.
* Ethics/Integrity- the individual represents the Larry H. Miller Group of Companies by conducting his/her self in a professional and courteous business manner that demonstrates integrity and avoids the actual or perception of a conflict of interest.
* Oral Communication- the individual clearly identifies and professionally expresses issues in positive or negative situations.
* Planning/Organizing- the individual prioritizes and plans work activities and uses time efficiently.
* Quality- the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
* Dependability- the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
* Safety and Security- the individual observes safety and security procedures and uses equipment and materials properly.

Note: The need may arise to revise, supplement, or rescind portions of this job description, and dealership management reserves the right to do so at anytime. Employee shall be required to meet the qualifications and perform the duties of any revised job description.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled