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Customer Success Advocate - Georgetown, United States - Dan Cummins of Georgetown
Description
Job Description
Job DescriptionCome work for the best If you are interested in a career in the automotive business we welcome you to apply today to join our family at Dan Cummins Auto. We welcome you to apply for a position where you can contribute to our goal of providing an extraordinary automotive experience to all of our clients. We set each member up for success by providing comprehensive, highly-specialized training for each position within our organization, complete with on-the-job training and ongoing personal development.
RESPONSIBILITIES:
Represent the organization as an advocate for sales and service customers
· Update team with daily CSI scores by email for sales and service
· Identify and Analyze areas of improvement using Surveys and customer follow up. Follow up with Salesman, Sales managers, service advisors and Service Managers to discuss best roads to take in order to achieve a better than minimum CSI Score
· CDJR element: Survey is delivered to customers within 48 hours of the sale or service event
· Target non returned surveys by utilizing the "Disposition report" in dealer connect
· Customer Phone Advocate: Works with a customer following every sale to address any concerns and to work with sales and service dept to acquire 100% satisfaction to any and all customers.
· Transfer all phone calls received to a live person or take the phone call and take a message in order to get back to the customer in a timely and proper manner. Phone system will be rerouted to direct call flow to this advocate.
· Manage incoming reviews for Dan Cummins automotive through Podium
· Reply to the reviews swiftly with an appropriate response
· After the initial reply, post the negative reviews on Group Me "Review Crew" depending on the appropriate location and tag a manager
· Track the status of the negative reviews and monitor for update or removal when applicable
· Monitor the automated review invite send outs
· Identify the sources that we need to drive more review traffic to, Ex:
QUALIFICATION:
High School Diploma or Equivalent
Excellent customer service skills
Exceptional communication skills, both written and verbal
Strong attention to detail and solution oriented attitude
Phone call enthusiasts
Strong work ethic
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
