Service Coordinator - Customer Engagement Center - Holman Enterprises, Inc.
Mount Laurel, NJ
About the Job
The CEC Coordinator is responsible for receiving and responding to inquiries (leads) that result from phone calls and internet prospects and customers visiting various dealership sites. The support, role and responsibilities of each Coordinator will vary and be determined by specific Dealership(s) needs. The CEC Coordinator will be evaluated based on performance standards that measure how many phone and internet leads were converted to showroom visits. A CEC Coordinator must show up for work on time, per the published schedule and conduct himself/herself in a manner compatible with the existing corporate culture, and general policies and procedures of the company.
Duties and Responsibilities
- Execute CEC Process in accordance with CEC strategies
- Sell appointments for vehicle service using text, email and telephone skill sets
- Attend team meetings
- Register, schedule and attend all required, scheduled training and informational seminars
- Respond to assigned leads from the Customer Relationship Management
- Set appointments for dealership visits per Holman ‘Best Practice’ benchmarks
- Utilize defined dealership email templates for communications
- Utilize defined dealership telephone word tracks as guidelines for process and flow of customer phone contacts
- Execute CEC process in a consistent yet flexible manner that results in a customer experience designed to achieve the highest appointment ratios
- Complete all daily tasks and activities as per the dealership CRM
Measurement and Tracking
- Each week, the CEC Coordinator must complete and submit an appointment tracking log to the CEC Supervisor
- Enter all prospect/customer communications, notes, records and appointment data into the dealership CRM
- Comply with procedures to ensure all customers are tracked and follow-up is maintained using the dealership’s lead management tools
- Cooperate with procedures to ensure quality text, email and telephone contacts
- Prepare reports showing customer engagement, appointments scheduled, appointment shows and sold units
Hourly rate $18.50 plus monthly bonus opportunities
Benefits:
A warm and professional environment based on a foundation of family values and exceptional customer service. We offer competitive pay and incentives. Outstanding benefits for you and your family include medical, dental, vision, vacation, 401K retirement plan with company matching
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Source : Holman Enterprises, Inc.