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Client Engagement Coordinator - Sunroad Auto Shared Services Inc.

 Non-Exempt

Job Summary:        

The Client Engagement Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls as needed.  

Essential Functions:

• Answer inbound calls promptly and professionally, focusing on providing excellent client experience that leads to a scheduled reservation with the service team.
• Master and follow all training materials including inbound service call guides and Strategic Response (word tracks) in order to accurately answer all guest’s questions.
• Make outbound calls for due and overdue service clients, Special Order Parts (SOP) notifications and “we owe” scheduling calls.
• Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
• Use the Blueprint KnowledgeDrive™ to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor. 
• Following the “Call Center Representative Policies and Procedures” manual.
• Must complete the ServiceMastery™ certification training with a minimum score of 85%. Service Coordinators must attend 100% of the certification training, which is four consecutive days. 
• Maintain satisfactory attendance.
• Performs other related duties as assigned

Supervisory Responsibilities:

• None

Qualifications:

Minimum Qualifications:

• Minimum two years’ experience in customer service, support, or a related role.
• Ability to lift up to 15 pounds.
• Ability to perform all essential functions of the job description.

 Preferred Qualifications:

• Experience using software to build and maintain complex forecasting models.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Physical Demands: 

• Frequently stands, walks, sits; uses hands; frequently reaches with hands and arms; frequently talks and hears.
• Occasionally climbs or balances; occasionally stoops, kneels, crouches, squats or crawls; occasionally lifts up to 15 pounds.
• Prolonged periods sitting at a desk and working on a computer.

Environment/Noise: 

• Office setting, typically within the customer service department.
• Climate controlled.
• Noise level is quiet to moderate.

Employee Benefits Include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employer Paid Life Insurance
• Employer Paid AD&D
• 401k (with Employer match)
• Vacation Package
• Tenure recognition and awards
• Vehicle Purchase Discount Program
• Vehicle Service Discount Program
• Golf Benefits at Maderas Golf Club (subject to qualification)

If you receive an offer of employment, it will be a conditional offer contingent on the successful completion of a pre-employment drug screen and background check.

Sunroad is committed to providing reasonable accommodations to qualified individuals with disabilities to ensure equal employment opportunities and access to all programs, services, and activities. If you require accommodations to participate in the application process or to perform the essential functions of the job, please contact the HR Department to discuss your needs confidentially. We will work with you to identify appropriate accommodations based on your specific circumstances and in compliance with applicable laws.

 We are an Equal Opportunity Employer (M/F/D/V) and maintain a drug-free workplace. If you receive an offer of employment, it will be a conditional offer contingent on the successful completion of a pre-employment drug screen and background check.

Sunroad is an Equal Employment opportunity and Affirmative Action Employer. We are committed to providing equal opportunity in all of our employment practices, including selection,  race (including traits historically associated with race such as hair texture and protective hairstyles such as braids, locks, and twists); religion; religious creed; religious dress/grooming; color; age (40 and over); sex; sexual orientation; gender; gender identity (meaning a person’s identification as male, female, a gender different from the person’s sex at birth, or transgender); gender expression (including a person’s gender-related appearance or behavior, whether or not stereotypically associated with the person’s sex at birth); national origin; ancestry; citizenship status; uniform service member status; military or veteran status; marital status; pregnancy; childbirth; medical conditions related to pregnancy, childbirth, or breast feeding; medical condition (including cancer related or HIV/AIDS related); handicap; physical disability; mental disability; genetic characteristics; genetic information; or any other protected status in accordance with the requirements of all federal, state and local laws.  Our Equal Employment Opportunity Policy applies equally to interns and volunteers.