Client Care Specialist

Summary

Improve client care by providing our clients a single point of contact. Receives callers at the dealership, determines the nature of their business and completes client request for service or sales. Answers basic inquiries, schedules service appointments for the appropriate store, routes incoming calls to requested teammates when required. Responds to all incoming sales traffic requests via phone, email or text and works to set qualified appointments. Ensures that the dealership actualizes its maximum benefit on Internet and phone sales opportunities while delivering the utmost client satisfaction.
 

Essential Duties

• Deliver exceptional client care with a focus on single-point of contact.
• Creates synergy through all dealerships and their departments by promoting client care and maintaining professional relationships.
• Answer each incoming calls promptly and professionally per Hinderer Motor Company guidelines.
• Utilizing the CRM system to complete the task list daily.
• Log all customer interactions in dealership systems with detailed accurate notations.
• Communicates effectively with Internet/phone customers and prospects according to their preferred method of communication: phone, email, text or video.
• Handles Internet/Phone sales inquiries personally while meeting appropriate response times.
• Continuously train to maximize the understanding of dealership client care digital tools such as: Vinsolutions, Xtime, Wi-Advisor, IN, Dealerconnect, Oasis, DFL Rewards. 
• Has thorough knowledge of all dealership products and services.
• Contacts all clients that have inquired about the sale of a vehicle through Kelly Blue Book software.
• Researches auto-buying services on the Internet and acts as liaison with any services the dealership uses to promote its site or advertise or recommend improved processes.
• Maintains an ongoing customer database to capture repeat business.
• Completes after sale and service follow-up to ensure client satisfaction.
• Keeps abreast of new products, features, accessories etc., and their benefits to customers.
• Knows and understands the federal, state and local laws that govern retail automobile sales.
• Attends product and sales training as requested by Client Care Manager.

• Maintains Professional apparence.
• Other duties may be assigned.

Marginal Duites

• Assists Service Manager’s and Service Advisor’s with completion of services.
• Assist SM’s or SP’s in completing a sale of Client Care developed client. 
   
   

Certificates, Licenses, Registrations

• Valid Driver's License

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• No prior experience or training.
• Less than high school education; or up to one month related experience or training; or equivalent combination of education and experience.
• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

• Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Two to four years related experience and/or training; or equivalent combination of education and experience.

• Language Skills
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to apply common sense understanding to carry out simple one- or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations

Valid State Driver’s License

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.