SUMMARY DESCRIPTION: The CUSTOMER CARE ASSOCIATE is directly responsible for responding to customer inquiries and selling new and used vehicles at dealership gross profit and volume, within customer satisfaction standards.

Essential Job Functions:

• Daily, via the telephone, Facetime/Duo, and Internet, responds to customer inquiries regarding new and pre-owned vehicle inventory.
• Answers customer responses and replies to customer e-mails daily.
• As they are received, promptly responds to incoming sales calls/customer inquiries.
• Sends video of vehicle of interest via text/email through our vin solutions app.
• Determines vehicle needs by asking questions and listening to customer needs.
• Recommends alternate vehicle choices, when necessary.
• Keeps abreast of new products, features, accessories, etc., as well as recommends those things to customers.
• According to pre-determined work plan, on a daily basis, makes follow-up calls to customers.
• Maintains a follow-up system that encourages repeat and referral business, which contributes to customer satisfaction.
• Maintains a prospect development system and consistently implements that system.
• Set Appointments with prospects to visit showroom or meet at a place of their choice
• Meet with Prospects during appointment times. Review vehicle choices and features. Work all steps to the sale and finalize purchase and paperwork with customers and dealership staff
• Establishes, implements, and maintains personal income goals that are consistent with dealership standards of productivity.
• Delivery vehicle to customers off-site when necessary
• Sets first service appointment for every sold customer
• Completes OS plus/Connectivity/Sync for every new sold customer

Non-Essential Job Functions:

• Assists the BDC manager and Sales Managers with duties as assigned whenever requested to do so.
• Snow duty
• Lot movement
• Other duties as assigned

Required:

Ability to read and comprehend instructions and information, both written and oral. High School diploma or the equivalent. Valid in-state driver’s license. Excellent communication skills. Ability to sell a minimum quota according to dealership standards, and achieve other goals set by management. Ability to obtain a Pennsylvania sales license, which is required for this position.

EQUIPMENT UTILIZED:

Automobile and related equipment/accessories. Position utilizes a computer and other office-related equipment.

MATERIALS UTILIZED:

Automobile and office-related materials are utilized in this position.

TIME REQUIREMENTS OF THE JOB:

Monday – Friday/Saturday, over 40 hours per work week.