Description

BERT OGDEN CUSTOMER EXPERIENCE COORDINATOR

POSITION TITLE: CUSTOMER EXPERIENCE COORDINATOR

DEPARTMENT: Service

REPORTS TO: General Manager/Service Manager

PURPOSE:

The Customer Experience Coordinator will, at the direction of the Manager, be the direct initial person of contact for every new or existing customer. Their ultimate goal is to facilitate a world class customer experience during and after their service visit. 

PRIMARY RESPONSIBILITIES:

· Contact new and existing customers to discuss current service promotions.

· Create a world class experience and set appointments for service visits. 

· Respond to inbound phone calls and internet inquiries to develop customer trust and generate customer visits to our service department. 

· Follow up with customers to ensure satisfaction and produce referrals.

· Perform all other Business Development selling duties as assigned.

· Greet customer promptly on the service drive.

· Assist in providing timely updates to customers waiting for services in person and to those who have dropped off for repairs. 

· Assist in making follow-up calls after customer pickup to ensure complete satisfaction.

· Maintain guest waiting area amenities and general presentation. 

· Assist in mapping and apping service customers to the BMW app and setting us as their home dealer.

· Answer overflow service calls and effectively communicate with service department counterparts. 

· Coordinate service shuttle drop offs and rental cars when needed. 

· Completion of any other duties assigned at the discretion of management. 

GENERAL REQUIREMENTS:

· Professional and has the ability to make a compelling introduction

· Willing to participate in skills and product training

· Multi-tasker and excellent customer service skills

· Proven track record of meeting and exceeding goals

· Proficient with computers, emails, smart phones and the web

QUALIFICATIONS:

· High school diploma or the equivalent. College level achievement preferred.

· Willing to engage in ongoing training

· Ability to read and comprehend instructions and information.

· Previous experience and success in customer service, sales, call center, telemarketing or automotive BDC positions

· Skilled at building positive relationships in person, over the phone, and via email

· Professional personal appearance.

· Excellent communication skills.

· Willing to work 40 hours per week including some weekend and evening shifts

Requirements

• Must be 21 years old or older
• Must have a valid Texas Driver License
• Must be able to pass a hair follicle drug test
• Must be able to pass a background check.